MedTech Global, a provider of innovative health care solutions, is undergoing massive growth due to increased sales of their medical software and associated services as well as acquisitions and mergers.

To assist them in keeping track of their various activities including financials, help desk/call centre and customer service on a daily basis, they have turned to the iQ4bis business intelligence solution.

“With the growing need for improved medical care and health services delivery, MedTech has grown exponentially in recent years,” says Nick Mijts, chief financial officer at MedTech.

"We have acquired and merged with a number of different organisations and that has resulted in a much larger client base, enhanced services for that base and higher revenues. But it has also generated a much more complicated financial reporting requirement," Mijts says.

"iQ4bis is the only solution that we have found that allows us to take the financial data from our various trading entities and consolidate that data into a daily report that sums up all of our financial activities. With iQ4bis, I can quickly capture the key metrics and embed them into my daily reports which circulate within our executive management team. Without iQ4bis, that would be next to impossible.”

MedTech’s growth presented an entirely new set of challenges.

“When we had a single product and a single office it was easy to track our performance,” says Tom Nowak, general manager operations at MedTech.

“We had a mixture of financial packages and used Microsoft Access to generate reports. But when we started to expand our operations, our processes couldn’t take us where we wanted to go. We knew we needed to upgrade our entire suite of business solutions.”

Having had great success with Microsoft platforms, MedTech implemented Microsoft Dynamics NAV as their ERP solution and Microsoft SQL Server 2005 as their backend database.

“The combination of Dynamics NAV and SQL Server gave us all the data capture and access that we needed in order to run the business, but we really wanted that extra something that would give our team more visibility into the data," says Nowak.

"We envisioned a solution that would give us the capabilities to leverage the information that we already had into a competitive tool. One of implementation partners, HP, introduced us to iQ4bis and we were intrigued. It promised everything that we wanted. But could they deliver?”

“As it happened,” continues Nowak, “we needed some special reports for a major project and we needed them fast. So we told iQ4bis: ‘OK this is what we need. Can you make it happen?’ They sent one of their technical people to our facility, he sat down with our database team and I told them what I wanted. A couple of days later they delivered everything I had asked for. We were so impressed we bought the solution on the spot. It’s a decision we have never regretted.”

The tight integration with Microsoft Dynamics NAV and SQL Server made the implementation process a breeze.

“It was magic,” says Nowak. “iQ4bis is optimised to run in a Microsoft environment. In fact, the implementation process highlighted areas in which our data needed to be massaged in order to add consistency to the information. So not only did the implementation process go well but it even improved the overall accuracy of our information resources.”

“Just being able to generate the big picture reports on a daily basis is a major benefit of iQ4bis,” explains Mijts. “Keep in mind we have multiple currencies to deal with, different data characteristics and different processes. With iQ4bis, it is all transparent and I can pull everything together into a coherent whole. For the price we paid, the speed of implementation and the service we have received, iQ4bis represented the best available product on the market.”

But MedTech uses iQ4bis for so much more than simply financial reporting. “We have more than 15,000 individual users of our MedTech healthcare software and in excess of 2000 installation sites,” says Nowak. “Our users are health care professionals with varying levels of computer expertise. Our help desk/call centre is a key component of our solution delivery. iQ4bis has given us enhanced capabilities to classify and analyse the calls and adjust our services as appropriate.”

“When the help desk receives a call,” explains Nowak, “we categorise it as a user knowledge issue, general computing issue, software bug and so on. We trialled a supplementary manual system to improve our services in which the operators checked boxes on a paper form. This was slow and quite laborious to tabulate into meaningful information. With iQ4bis, however, we have automated the process. The results have been, frankly, astounding. We’ve identified opportunities to improve our services and to offer additional training to clients who have high call rates due to staff turnover. In remote locations this is a greater issue and we identified the need to develop remote training modules. This has not only increased our training revenues but it is enhancing customer satisfaction as well. This will progressively decrease our support costs - effectively replacing costs with additional revenue streams.”

iQ4bis has also helped MedTech manage their call centre.

“Because we can track all the individual information on the calls that come in and their resolution,” continues Nowak, “we can monitor the performance of our individual call centre staff and reward them as part of our incentive programme. Plus the operators can see their own performance and this helps them improve as well. With iQ4bis, the call centre operators have taken ownership of their activities and performance and this has resulted in a reduction of abandoned calls and an increase in resolution rates.”

MedTech also uses iQ4bis for improving its customer relationship management. “Our revenues come from new clients as well as ongoing services to existing clients,” says Nowak. “With iQ4bis we can closely monitor the lifecycle of a specific account by, for instance, tracking maintenance contracts. We can classify clients as per practice (general practitioners, specialists, therapists), region, products and services and so on. This has, in turn, allowed us to focus on which clients are the most profitable and which ones need more attention.”

The goal of MedTech is to use iQ4bis to give it a customer-centric view of their business. “The common link in the entire process is the customer,” continues Nowak. “With iQ4bis, we are now able to track our customers, cater to their needs more effectively and provide them with the products and services to help them grow.”

How successful has iQ4bis been for MedTech? “Let me put it this way,” concludes Nowak. “The visibility that iQ4bis has given us into our business has prompted us to explore ways to embed key components into the next generation versions of our own health care software. The capabilities that it provides are truly amazing and we can see the benefits for our clients as well. The power of iQ4bis isn’t just limited to business intelligence. With its tight integration with Microsoft Dynamics and SQL Server and intuitive front-end, there is virtually no limit to what you can achieve with iQ4bis.”

Click here to register for free iQ4Bis Proof of Concept

For more information contact

Asj Smith            
General Manager- APAC
iQ4bis Management Software Limited
+64 9 366 2635
Visit our website www.iQ4bis.com

August 2007