The customer, one of the fastest-growing chains of NABL accredited pathology laboratories, is a reputable healthcare service provider specializing in medical testing and services. The client has a strong and viable presence in Gujarat, Rajasthan, Madhya Pradesh and Delhi. As the laboratory expanded its services and patient base, managing the website and content became increasingly complex. This case study exhibits how Skillmine’s eComPaaS Care helped the client streamline operations, improve website functionality, and optimize content management.
Business Challenge
- Manual workflow.
- Ineffective metrics and excessive coordination.
- Concerns with regards to data security and data management.
- Lack of digital outreach for the business.
- Stagnant digital presence due to an outdated and static website.
- Absence of modern ways of customer reach-outs, engagement and conversions.
Solutions Offered
- Streamlined Integrated Operations: Conducted an in-depth analysis of the client’s operations and integrated various processes to streamline workflows, enhancing efficiency and reducing redundancies.
- Cutting-edge Standalone Microservice Architecture: Designed and implemented a standalone microservice architecture, enabling the client to develop modular components independently, promoting flexibility and ease of maintenance.
- Seamless Ecosystem Integration: Integrated the new platform seamlessly with the client’s existing systems, ensuring smooth data flow and communication between different applications.
- Comprehensive Integration with LIMS and CRM: Integrated the new platform comprehensively with the client’s Laboratory Information Management System (LIMS) and Customer Relationship Management (CRM) software, enhancing data accuracy and improving customer interactions.
- Future-proof and Agile Website: Developed a future-proof website using the latest technologies and coding practices, ensuring the platform remained adaptable to future advancements and changes in the digital landscape.
- Intuitive Content Management System (CMS): Implemented a new CMS which simplified content management, enabling the staff to update and publish content efficiently without technical expertise.
- Version Control for the Website: Introduced version control for the website, allowing the client to track changes and easily roll back to previous versions, maintaining content integrity and reducing the risk of errors.
- Secure SaaS-based Data Backup: Implemented a secure Software-as-a-Service (SaaS)-based data backup solution, to address data security concerns, which ensured robust protection of patient data.
- Built-in Logistics Tracker: The new platform included a built-in logistics tracker to efficiently manage sample transportation and improve overall logistics management.
Execution: Skillmine Approach and Methodology
- Requirements Discovery and Analysis: The approach began with a thorough analysis of the client’s requirements, business objectives, and target audience. The Skillmine team collaborated with the client to identify key features, content management needs, and technical specifications to create a clear project scope.
- Planning and Scope Definition: Based on the gathered requirements, the team created a detailed project plan with clear timelines, milestones, and resource allocation. The scope of the project was defined, outlining features, functionalities, and CMS-related configurations to ensure a well-structured development process.
- eComPaaS Care CMS Selection: Based on the client’s needs and project scope, the team used the most suitable CMS platform within the eComPaaS Care ecosystem. The chosen CMS ensured easy content management, scalability, security, and the ability to accommodate future enhancements.
- Customization and UI/UX Design: The design team collaborated with the client to create wireframes, interactive prototypes to visualize the website’s layout, navigation, user interactions and mockups that align with their brand identity and user experience goals. The designs were made responsive and optimized for various devices.
- Agile Development Methodology: Adopted an agile development approach, breaking the project into smaller iterations or sprints. This allowed the team to deliver incremental updates, gather continuous feedback, and accommodate changes efficiently.
- Front-end and Back-end Development: Responsive and visually appealing user interfaces were built by the front-end developers using the latest web technologies. Concurrently, the back-end developers set up the CMS, customized modules, and integrated it with the front-end.
- Content Migration and Integration: Executed a smooth content migration process from the client’s existing system to the new CMS. The team also ensured data integrity and consistency during the migration process.
- Thorough Testing and Quality Assurance: Conducted comprehensive testing at each stage of development. The QA team performed functionality testing, cross-browser testing, performance testing, and security testing to ensure a bug-free and secure website.
- Continuous Deployment and Support: Utilized continuous integration and deployment (CI/CD) pipelines to automate testing and deployment processes. This accelerated time-to-market and enhanced project efficiency. The team also provided ongoing support and maintenance post-launch to address issues promptly.
- Security and Compliance: Prioritized data security and compliance. The team implemented robust security measures, adhered to industry best practices to protect sensitive information and ensured compliance with relevant regulations.
- Training and Documentation: Offered comprehensive training to content managers and administrators on how to effectively use the CMS. Additionally, the team provided detailed documentation for future reference and troubleshooting.
- Performance Optimization: Optimized website performance to ensure fast loading times and optimal user experiences. The team also continuously monitored website performance and made necessary improvements.
Business Impact
- Strengthened data security.
- Streamlined content management.
- Modernized website and professional platform.
- Improved user experience and client satisfaction.
- Ensured hyper local contextualization and service availability.
- Reduced the time required for content updates and costs associated with technical staff.
- Enhanced digital presence and SEO strategies, ensuring improved online visibility and discoverability.
- Enabled web version controls tracking changes, revert to previous versions, and upheld content integrity.
Results and Benefits
- 90% reduction in data loss risks.
- 30% decrease in issue resolution time.
- 99.9% increase in reliability and uptime.
- Handling an average of 20,000 daily bookings.
- Rapid content updates within seconds and 40% faster.
- Efficient Integration with 10+ subsystems/departments.
- 25% reduction in administrative tasks and a 20% increase in staff productivity.
- Improved data accuracy, reduced errors and improved billing accuracy by 15%.
- 50% increase in website traffic and a 60% growth in online inquiries from potential patients.
- 95% satisfaction rate with the new website’s user-friendly interface, easy appointment booking process, and informative content.
Competency and Capability
- Robust Data Security
- Customer-Centric Approach
- Scalable and Agile Solutions
- Cutting-Edge Technology Stack
- Streamlined Content Management
