US Healthcare CRM Provider, Noida

The story

A Noida company builds CRM software for healthcare providers in the US. Its product had failed its first go-live, and it brought us in to lead the second attempt.

The second go-live could not slip. Our project lead ran a team of more than 60 people across development, QA, product, DevOps, support and implementation. The CRM handles patient data, so every data review had to meet HIPAA rules, including reviews of data pulled from several sources.

Each new healthcare customer also had to be set up without custom development. So we built the product around more than 15 core entities with template-based configuration. A new customer is set up by configuring templates, not by writing code.

The second go-live took three months, and the CRM went live.

What we did

• Led the 60+ person team through the second go-live, in three months.
• Delivered more than 15 core product entities with template-based configuration.
• Designed the implementation process around customer PARC reviews, with HIPAA-compliant masking of patient data during data reviews.
• Set up a process for planning and releasing new features.
• Set up support and incident management for the live product.

Results

Two healthcare customers are live on the CRM, each running around 8 to 10 processes.