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2016 Latin American Cloud-based Medical Services
Customer Service Leadership Award
2016
BEST PRACTICES RESEARCH
© Frost & Sullivan 2016 2 “We Accelerate Growth”
Contents
Background and Company Performance ........................................................................ 3
Industry Challenges .............................................................................................. 3
Quality of Customer Service and Customer Impact of MedCloud ................................. 4
Conclusion........................................................................................................... 7
Significance of Customer Service Leadership ................................................................. 8
Understanding Customer Service Leadership ................................................................. 8
Key Benchmarking Criteria .................................................................................... 9
The Intersection between 360-Degree Research and Best Practices Awards ....................... 9
Research Methodology .......................................................................................... 9
Best Practices Recognition: 10 Steps to Researching, Identifying, and Recognizing Best Practices ................................................................................................................. 10
About Frost & Sullivan .............................................................................................. 11
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Background and Company Performance
Industry Challenges
Brazil has the largest and most expensive healthcare system among Latin American
countries, with an estimated 9.7% of its 2013 gross domestic product (GDP)1 spent on the
healthcare sector. Increasing economic pressures and the country’s shifting demographics
further challenge its mixed public-private health system. The World Bank estimated the
Brazilian elderly population to more than triple within the next forty years, from less than
20 million in 2010 to almost 65 million in 2050. As demand increases, there is greater strain
on the healthcare system; thus, sustainability is a major concern for health institutions.
With over 200 million people already undergoing an epidemiological transition combined
with the global shift towards healthcare consumerism and patient-centric medicine, cloud-
based informatics is emerging as a cornerstone to cost-effective, quality care. Operational
efficiency, lower upfront investments and costs, and flexible, scalable systems drive
technology adoption in the sector. Moving from capital to an operational expenditure model
ensures customers pay only for what they use, reducing costs. Thus despite working with
very restricted budgets, the healthcare cloud is now a top priority in the information
strategy of many healthcare organizations.
In 2015, Frost & Sullivan reported that nearly 39% of Brazilian healthcare institutions and
companies used cloud services and 28% planned to adopt cloud technologies by the end of
the year; end-user research included 314 hospitals, diagnostic laboratories, and
pharmaceutical companies. The healthcare cloud market in Brazil is in the growth phase.
Frost & Sullivan expects the cloud services market penetration—Infrastructure as a Service
(IaaS), Platform as a Service (PaaS), and Software as a Service (SaaS)—to increase by
double-digits by the end of the decade. Cloud technologies are major value-driven change
enablers, potentially reshaping both care delivery as well as the patient’s role in the health
industry—from a passive patient to a proactive consumer.
The future sustainability of the Brazilian healthcare system depends on leveraging cutting-
edge information technologies like cloud computing to provide connected, agile, and cost-
effective solutions at all care levels. The market presents an attractive opportunity for
vendors due to its high market potential, rapid growth, and relatively low technology
penetration rates to date. Still, cloud service providers must address concerns regarding the
security and integrity of patient information management to succeed. Vendors that provide
scalable solutions to healthcare organizations while ensuring security and compliance with
the Health Information Portability Patient Act (HIPPA) will enjoy a distinct competitive
advantage in this high-growth market.
1 http://databank.worldbank.org/data/reports.aspx?source=2&country=&series=SH.XPD.TOTL.ZS&period=
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Quality of Customer Service and Customer Impact of MedCloud
Established in 2013, MedCloud is an emerging Brazilian health information technology
company providing innovative SaaS solutions to facilitate diagnostic information storage,
access, and sharing among key healthcare stakeholders—patients, physicians, healthcare
systems and clinics, diagnostic companies, and reference laboratories.
The company’s cloud-based platform complies with the Health Insurance Portability and
Accountability Act (HIPAA). MedCloud provides a secure digital environment for
ubiquitous, on-demand information access and sharing while promoting coordinated care
and advancing patient empowerment.
MedCloud: Cloud for Health
MedCloud’s goal is to advance care team collaboration and physician-patient relationships
through shared access to diagnostic test results and patient medical information, e.g.,
electronic health records. The company provides all stakeholders with an engaging online
experience leveraging an innovative and easy-to-use digital communication platform. Key
technology differentiators include:
Cloud-based architecture—Flexible technology architectures allow for scalable,
rapid growth and fast, agile software development cycles.
Interoperability—Supports quick deployment and seamless medical device
connectivity and data transfer. MedCloud leverages its application programming
interface and international standards, such as HL7 and DICOM, for simple, cost-
effective, and rapid device imaging and clinical information system integration.
Real-time technology—Access to test results and patients’ medical information in
real-time enables a new level of efficiency in clinical services and patient-centric
care delivery, assisting and promoting timely and optimal care strategies and
patient support and engagement.
Commercial customers, which include a range of healthcare organizations, pay a licensing
fee to use the platform and extend access to physicians and their patients for free.
MedCloud’s services are available on Apple iOS, Android, and Windows operating systems.
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Streamlined Connectivity: Anytime, Anywhere
MedCloud provides the best customer service possible, streamlining healthcare
connectivity while improving quality care and optimizing clinical and operational workflow
efficiencies to reduce overall costs. The company’s platform incorporates advanced features
to simplify information sharing and access, e.g., “share” button, for a unified, mobile
platform.
Healthcare systems operate all
branches from one site, increasing
efficiencies and reducing costs
through better management.
Documented results from a
MedCloud dental customer with
several franchises reported higher
productivity indices, cost savings of
at least 60%, and increased patient
satisfaction due to on-demand digital interactions.
Physicians analyze diagnostic and patient
information and create reports online, radically
reducing the paperwork load and improving
clinical workflows and resource utilization.
Patients can review
their information prior to a doctor’s appointment
and share any needed information via their
smartphones, focusing solely on discussing health
issues during their visit. On-demand access
becomes particularly important if patients travel
outside of the country.
“Patients used to carry their printed test results and X-rays in bags and take these with
them to every doctor appointment. The smartphone is the new ‘bag’. Diagnostic testing is
similar around the world, so now you can carry your health information in your new ‘digital
bag’, anywhere, and have it available when needed.”
-Dimas Francisco Silva Jr., CEO & Software Architect, MedCloud
A Spirit of Service and Excellence
MedCloud’s digital connectivity solutions are helping healthcare organizations align with
value-based care, achieving internal goals, such as increased efficiencies and cost savings,
and enhancing patient and physician engagement for higher quality care. The company’s
technology platform allows access to an unlimited number of users and provides online
support and maintenance 24/7.
Courtesy of MedCloud
Easy Online Collaboration and Information Access
Courtesy of MedCloud
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Getting Started
Customers and end-users simply log-in to the site and create an account to gain access to
the platform. As a 100% online service, customers do not need a company representative
to activate the account; instead, MedCloud sends the required credentials and access
information via email.
Rapid Innovation through Close End-user Collaboration
MedCloud incorporates leading market trends and end-user needs and considerations to its
technology platform; hence, close customer relationships are critical to the company’s
product design process.
The company’s services are 100% customer facing, and its web application solutions allow
MedCloud to react quickly to customer feedback—one such example is its release of new
features and software updates every 10 days. Under this collaborative approach,
MedCloud meets specific market demands faster than competitors and enhances its
customers’ overall experience.
A Relationship Customers Can Count On
MedCloud has retained most of its original customers. The company enhances its
professional relationship with clients by leveraging its “innovation through collaboration”
approach, resulting in increased trust. Although still a young company, MedCloud’s
reputation in the health cloud services market continues to grow. The company’s current
customer base consists of over 50 hospitals and clinics and more than 500,000 patient
and physician users. MedCloud utilizes mainly online customer acquisition techniques to
attract new customers. Potential clients go to company’s site and can create a trial
account. This process starts the conversation for future business.
Growth Expansion
MedCloud is expanding its reach in Brazil as well as in other geographies. The company is
branching out to include payers in its platform as well as extending its geographical scope
to other Latin American countries and has ongoing projects in the United States, the
United Arab Emirates, and India. Frost & Sullivan believes that MedCloud is exceptionally
positioned to reap the “benefits” of the continually evolving value-driven landscape and
expects the company to grow exponentially in the coming years expanding the number of
clinics in Brazil significantly—and as global customers get on board.
Next Generation Services: Leveraging the Value of Healthcare Information
MedCloud’s mission revolves around improving care delivery for all while enabling access to
high-quality care for vulnerable patient populations. Going forward, the company seeks to
leverage cloud-based big data analytics to generate insights into particular diseases, as well
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as integrating these insights with its digital communication platform to drive clinical and
scientific decisions. The company envisions facilitating patient engagement even further by
providing different service layers—including tools to improve outcomes for chronic
patients—and serving populations who have little to no healthcare access.
Conclusion
Healthcare institutions in Latin America must adapt to frequent changes—e.g.
consolidations, consumerism, and technology innovations—disrupting market dynamics in
this new value-driven healthcare ecosystem. MedCloud’s secure, agile digital cloud-based
communication platform advances care team collaboration and patient engagement
through shared access to diagnostic test results and patient medical information. The
company delivers all stakeholders an engaging online experience that is simple and
aligned with digital transformation trends towards cost-effective personalized medicine.
With its customer-centric approach to technology innovation and commitment to cost-
effective, quality care access, MedCloud earns Frost & Sullivan’s 2016 Latin America
Customer Service Leadership Award in the cloud-based medical services market.
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Significance of Customer Service Leadership Ultimately, growth in any organization depends upon customers purchasing from your
company, and then making the decision to return time and again. The service experience
is therefore a critical component of a company’s efforts to retain customers over the long
term. Through successful retention, companies enhance their brand, increase demand for
their products, and differentiate themselves from the competition.
Understanding Customer Service Leadership
Customer Service Leadership is defined and measured by two macro-level categories:
quality of customer service and customer impact. These two sides work together to make
customers feel valued, and confident in their products’ quality and long shelf life. This dual
satisfaction translates into repeat purchases and a high lifetime customer value.
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Key Benchmarking Criteria
For the Customer Service Leadership Award, Frost & Sullivan analysts independently
evaluated two key factors—Quality of Customer Service and Customer Impact—according
to the criteria identified below.
Quality of Customer Service
Criterion 1: Empowerment
Criterion 2: Leverage of Customer Feedback
Criterion 3: Speed/Timeliness
Criterion 4: Frictionless Interaction
Criterion 5: Technological Investment
Customer Impact
Criterion 1: Price/Performance Value
Criterion 2: Customer Purchase Experience
Criterion 3: Customer Ownership Experience
Criterion 4: Customer Service Experience
Criterion 5: Brand Equity
The Intersection between 360-Degree Research and Best
Practices Awards
Research Methodology
Frost & Sullivan’s 360-degree research
methodology represents the analytical
rigor of our research process. It offers a
360-degree-view of industry challenges,
trends, and issues by integrating all 7 of
Frost & Sullivan's research methodologies.
Too often, companies make important
growth decisions based on a narrow
understanding of their environment,
leading to errors of both omission and
commission. Successful growth strategies
are founded on a thorough understanding
of market, technical, economic, financial,
customer, best practices, and demographic
analyses. The integration of these research
disciplines into the 360-degree research
methodology provides an evaluation
platform for benchmarking industry players and for identifying those performing at best-
in-class levels.
360-DEGREE RESEARCH: SEEING ORDER IN
THE CHAOS
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Best Practices Recognition: 10 Steps to Researching,
Identifying, and Recognizing Best Practices
Frost & Sullivan Awards follow a 10-step process to evaluate award candidates and assess
their fit with select best practice criteria. The reputation and integrity of the Awards are
based on close adherence to this process.
STEP OBJECTIVE KEY ACTIVITIES OUTPUT
1 Monitor, target, and screen
Identify award recipient candidates from around the globe
Conduct in-depth industry research
Identify emerging sectors Scan multiple geographies
Pipeline of candidates who potentially meet all best-practice criteria
2 Perform 360-degree research
Perform comprehensive, 360-degree research on all candidates in the pipeline
Interview thought leaders and industry practitioners
Assess candidates’ fit with best-practice criteria
Rank all candidates
Matrix positioning all candidates’ performance relative to one another
3
Invite thought leadership in best practices
Perform in-depth examination of all candidates
Confirm best-practice criteria Examine eligibility of all
candidates Identify any information gaps
Detailed profiles of all ranked candidates
4
Initiate research director review
Conduct an unbiased evaluation of all candidate profiles
Brainstorm ranking options Invite multiple perspectives
on candidates’ performance Update candidate profiles
Final prioritization of all eligible candidates and companion best-practice positioning paper
5
Assemble panel of industry experts
Present findings to an expert panel of industry thought leaders
Share findings Strengthen cases for
candidate eligibility Prioritize candidates
Refined list of prioritized award candidates
6
Conduct global industry review
Build consensus on award candidates’ eligibility
Hold global team meeting to review all candidates
Pressure-test fit with criteria Confirm inclusion of all
eligible candidates
Final list of eligible award candidates, representing success stories worldwide
7 Perform quality check
Develop official award consideration materials
Perform final performance benchmarking activities
Write nominations Perform quality review
High-quality, accurate, and creative presentation of nominees’ successes
8
Reconnect with panel of industry experts
Finalize the selection of the best-practice award recipient
Review analysis with panel Build consensus Select winner
Decision on which company performs best against all best-practice criteria
9 Communicate recognition
Inform award recipient of award recognition
Present award to the CEO Inspire the organization for
continued success Celebrate the recipient’s
performance
Announcement of award and plan for how recipient can use the award to enhance the brand
10 Take strategic action
Upon licensing, company may share award news with stakeholders and customers
Coordinate media outreach Design a marketing plan Assess award’s role in future
strategic planning
Widespread awareness of recipient’s award status among investors, media personnel, and employees
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About Frost & Sullivan
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