Medicus sp. z o.o. - Case Study
Medicus sp. z o.o. - Over 20 Years in the Polish Hearing Implant Market
Medicus sp. z o.o. is one of the most advanced medical companies in Poland. The company's portfolio includes brands such as Medicus Clinic Specialized Medical Center, Medicus Expert Medical Equipment, and Medicus Care Helping to Hear.
The Medicus team consists of high-class specialists from dozens of medical fields, using the latest medical technologies in their work. Currently, the Medicus Expert and Medicus Care teams use a solution that meets the demanding needs of the industry, built on the cloud-based Microsoft Power Platform. The system was modernized with functionalities that existed in the client's previous system, i.e., Microsoft Dynamics CRM 2011 on-premise, but also integrated new needs communicated by the client and new modules were added. The migration of data from the old system to the new system, together with the improvement of data quality and integrity, was completed in January 2022.
Toward Better Customer Service
The main tasks carried out by Medicus in the CRM system include:
- Registration and managing the patient database.
- Managing the equipment database (hearing implants, processors, Medicus Clinic equipment, devices covered by the company's service for clients).
- Patient (Medicus Care) and client (Medicus Expert) service in terms of receiving complaints, warranty, and post-warranty equipment repairs.
- Preparing offers for medical facilities (regarding the sale of medical devices, implants, processors).
- Generating offers that include equipment service by Medicus or external service.
- Preparing orders in the system based on the offering process, as well as on the basis of integration with the eShop.
- Managing the database of products offered by Medicus.
During the pre-implementation consultations with Medicus, we carefully analyzed the new user needs and made sure that those are covered by the new CRM system. We ideintified areas for improvement and for matching processes for those areas we optimized the suitable processes. We amade sure that new functionalities increased work efficiency and brought savings in the area of time and operational costs.
Project Course
The entire implementation process was carried out by One Dynamics.
The implementation process began with a cycle of analytical meetings. The product of the analysis phase was a pre-implementation analysis document, which was presented to the Client along with a cost estimate. After this phase, the software implementation stage took place which lasted about 9 months. During this time, we implemented functionalities iteratively according to a prepared schedule. The functionalities were then presented to the Client, and passed on for tests. After passing the acceptance tests on the Client's side, the implementation phase began. The implementation took place at the beginning of 2022.
The following modules were implemented in the system:
- Sales, which includes elements such as:
· Contact database - doctors, medical facility staff
· Counterparty database - database of medical facilities
· Offers
· Orders
· Product catalog
- Patient and Service Care
· Patient database
· Potential patient database
· Caregiver database - patient caregivers
· Cases - service notifications
· Analyzes of patients' device service
· Database of devices and accessories
Dedicated Client Functionalities in the System
· Product price list import - a mechanism embedded in the CRM system allowing for the import of product price lists based on an Excel file. Web (UI) technologies and Azure mechanisms (Web Applications), as well as Hang Fire, were used to build the mechanism. This mechanism allows for an easy and quick way to upload product price lists from different manufacturers to the system.
· Offer/order configurator - a dedicated control for managing offers/orders. With its help, an offer/order can be built and further processed in the system.
Implementation - Benefits for Medicus
The new version of the system - compared to the previous one - offers:
· Ability to work with the system via mobile devices.
· Better analytical tools for building reports and statements (using Excel and Word template functionalities to build their own statements).
· Easier system integration thanks to the use of the Azure platform.
· Integration with other systems: the CRM system is integrated with the Client's online store using Azure platform mechanisms.
· The ability to geolocate Counterparties through integration with Google Maps.
· System updates by Microsoft, thanks to which new functionalities are cyclically released in the system.
· The possibility of Patient service analysis using the Power Automate mechanism.
· More flexible customization of the system for user needs.
· App for Outlook application allowing for system work from Outlook (email tracking, appointment management).
· Refreshed UI.