UK based Healthcare Service Provider Reduced Wait Times by 35% Through CRM and Data Platform Modernization
Overview
A major healthcare service provider in the UK is undertaking a large-scale digital transformation initiative to enhance patient experience, improve operational efficiency, and modernize its CRM and contact center infrastructure.
The client faced multiple transformation challenges across their existing CRM, contact center, and data warehouse landscape:
Replace legacy SAP and Sugar CRM systems managing patient cases.
Replace Sinch-based contact center with a scalable cloud solution.
Retire the Arezzo Decision Support system with a modern alternative.
Migrate the SAP HANA data warehouse and BI/BO/BW systems to a more agile analytics platform.
Integrate new CRM and data warehouse systems to enable a unified patient view.
Solution
Coforge delivered a comprehensive, two-phase digital transformation program integrating CRM modernization, contact center migration, and data warehouse transformation:
CRM Integration: Unified SAP and Sugar CRM systems into an integrated Pega CRM solution and replaced the legacy Sinch contact center with Amazon Connect.
Decision Support Modernization: Replaced Arezzo with Pega Business Rules tightly coupled with SAP CRM for dynamic decision-making.
Data Migration: Migrated ~30 customer profile files to AWS S3, integrated Verint WFM with Amazon Connect using AWS Kinesis Data Streams, and transferred 7 years of call recordings.
Pipeline & Analytics: Migrated ~10 data pipelines from AWS S3 to NHS24 DWH using Kinesis and Glue; implemented voice analytics for Verint screen recordings.
Modern Data Platform: Migrated 300 tables from SAP HANA to Azure DWH, integrating Power BI for actionable, role-based analytics.
Security & Scalability: Ensured zero data leakage using in-transit encryption, private tunnel transmission, and API-based secure transfers.
The Impact
35% reduction in wait time and 25% decrease in average handling time.
30% improvement in service quality through self-help and guided assistance.
