Case Study — IT & Digital Transformation for a post-COVID world

Situation

• The client is a global provider of medical devices for elective surgical procedures
• Surgeons, who use these medical devices to conduct procedures on patients, are wary of inadvertent exposure to COVID through patients while conducting procedures
• Patients are wary of health and infection risks in visiting hospitals/clinics. Patients are typically advanced age individuals and people with chronic ailments, who also belong to the high-risk category for COVID
• Elective procedures globally have witnessed massive decline during COVID pandemic. According to data from NHS England, in August 2020, more than 111,000 patients who had been referred for hospital treatment were still waiting to be seen — the highest level in 12 years.
• But the specific procedures for which the client’s devices are used are expected to grow at a CAGR of 5+% for the next 5 years. An immediate surge is expected due to the huge backlog created as a result of COVID situation.

Problem Statements

Digitalization and Digital Transformation to enable:

• Business growth and handle the surge in demand
• Keep cost rationalized over the short-, medium-, and long-term
• Ensure compliance to local and global guidelines — security, privacy, regulatory — in a post-COVID world

Strategic planning and roadmap for future of IT in the organization

• ‘IT as a business’ vs. ‘IT as an enabler for business’

Brainstorming and Reimagining the Business through IT lens

1. What is ‘Digital Vision’ we aspire to achieve? Digital First?
2. What business goals, currently elusive, that we envisage to achieve?
3. What would be the Operating Model in the envisioned scenario?
4. How IT can make it happen?

• Define a comprehensive Digital Strategy that will help reach the desired Digital Vision
• Align stakeholders through connected systems and data/information flow for Business Success — ERP, CRM, SCM, BPM, etc.
• Provide unified customer experience by building systems to support reimagined processes for Customer Success
• Data and Analytics for continuous real-time monitoring and adapting to changes/feedback
• Leverage technology — current and future — to support business goals

Digital Transformation — Where the rubber meets the road

Essence of Digital Transformation (© Waking Morpheus Pvt. Ltd. 2021)

How can we create Omni-channel Customer Experience?

Reimagining customer journeys and designing for CX:

1. What are the customers’ touch-points with business?

• Search -> Website visit -> Evaluation -> Sales Support -> Account Service -> Relationship

2. How customers prefer to communicate at each of them?

• Devices, Channels, BOTs, Person, Organization

3. How to integrate those channels into a business?

• NPS, Surveys, Feedback mechanisms

How can IT help to achieve the desired state?

1. Automate

• Workflows and processes
• Firefighting procedures
• Communication Channels

2. Intelligence and Insights for business decisions — Preventive, Predictive, and Prescriptive Analytics

3. Create Data/Information backbone

• Unified Customer Experience for customer success
• Connected systems and processes for business success
• Future readiness — new market offerings, reimagined processes — for long-term growth

How to create and manage the best practices from a compliance perspective?

Framework for Compliance Best Practices (© Waking Morpheus Pvt. Ltd. 2021)

Proposed IT-led Innovation Initiatives

• Technology-enabled Counterfeit Management
• Mobile apps for surgeons and patients
• Simulator App/Website/Program to help surgeons practice the procedures in a simulated environment

In a nutshell

Digital Transformation Process Roadmap (© Waking Morpheus Pvt. Ltd. 2021)