Healthcare

Abbott Diabetes Care

Abbott Diabetes Care (Abbott), a leading manufacturer of blood glucose monitoring systems, sought assistance in developing strategic and tactical plans for its outsourced Customer Service organization. PowerHouse performed an Operational Assessment of the outsourcer’s Call Center and supported management in shaping future plans for the service relationship. When Abbott acquired TheraSense, a PowerHouse client at the time, we provided project management services for the operational consolidation of two existing Customer Service Call Centers. These included assistance with forecasting, workforce planning, workflow process enhancements, creation of online reference materials, and reorganization of management staffing. PowerHouse also assisted in renovating the Call Quality Monitoring Program, including upgrades to forms, standardized measurements, and implementation of a new quality recording system. When the outsourcer’s contract came up for renewal, we facilitated the RFP process to find another Call Center partner. This involved RFP requirements, proposal analysis, vendor review, and contract negotiation.

Cleveland Clinic Foundation

The Cleveland Clinic Foundation (CCF) is a world-renowned research and academic medical institution. CCF sought to accommodate its continued growth while providing “world-class” service at reasonable cost. PowerHouse conducted an Operational Assessment at the Telephone Operations Call Center in Cleveland, Ohio. The assessment included a focused analysis of the hardware, software, applications, utilities, environment, and procedures currently utilized within the Call Center. PowerHouse recommended both short- and long-term solutions related to technology, operations, policy, performance measures, and management.

Covance, Inc.

Covance, Inc. is one of the world's largest and most comprehensive drug development services companies. PowerHouse assisted Covance’s Health Economics and Outcomes Services (HEOS) department with an Operational Assessment of its Call Center processes and business efficiency. The current environment required that Covance HEOS adopt a more traditional Call Center model and measure performance in areas such as staffing, scheduling, systems, incentive plans, and work processes. We evaluated the current organizational, process, and technology models for improvement in operating costs and efficiencies. Following the assessment, PowerHouse worked with Covance to manage the implementation of a multi-site VoIP Call Center solution. The implementation included design and project management activities involving 600 users across two bi-coastal Call Centers.