Reformation of knowledge management in the healthcare sector: A success story with KMS and INKUBIT

The digital transformation is progressing and healthcare organizations are facing unique challenges in managing their processes and delivering high-quality services. Knowledge management solutions in healthcare play a critical role in this. This case study highlights the transformative partnership between KMS, a leading provider of healthcare knowledge management solutions, and INKUBIT, a digital solutions and transformation expert.

About KMS: A pioneer in the healthcare sector

KMS is a renowned provider of healthcare knowledge management solutions that supports its customers, including hospitals, medical care centers and rehabilitation facilities, in their daily operations and strategic direction. These healthcare knowledge management solutions help KMS to make its customers' operations more efficient and effective. With a clear focus on healthcare processes, KMS offers cloud-based solutions that aim to make its customers' operations more efficient and effective. By providing comprehensive data analytics and intelligent process solutions, KMS helps its customers make informed decisions and improve the quality of their services.

Challenge: increasing efficiency and integration

KMS previously supported its customers with expertise and cloud-based solutions in the areas of healthcare, clinics, medical care centers and rehabilitation facilities. The focus of the project was to establish an end-to-end sales and customer service process that is heavily integrated with Azure DevOps. KMS needed a Solution to streamline their lead, opportunity and knowledge management processes and ensure a comprehensive 360° customer view. Healthcare knowledge management solutions played a central role in this.

SolutionTailor-made digital infrastructure

INKUBIT developed a customized Solution for KMS based on modern technologies to optimize knowledge management solutions in the healthcare sector. These solutions include:

Dynamics 365 Sales: Dynamics 365 Sales is a comprehensive Solution for optimizing the sales process. By integrating all customer information into a central platform, sales employees can manage their leads and opportunities more efficiently. Automated workflows and data analyses help to better identify sales opportunities and accelerate the sales process.

Dynamics 365 Customer Service: This Solution offers seamless integration with Azure DevOps to improve customer service. Customer requests can be managed efficiently and problem resolution optimized, resulting in higher customer satisfaction. The integration enables service teams to respond to requests faster and resolve issues more effectively.

Azure DevOps: Azure DevOps provides a comprehensive platform for software development and deployment. It helps KMS manage the application lifecycle and implement DevOps practices that improve collaboration and efficiency. By integrating Azure DevOps with customer service, technical issues can be resolved faster and product enhancements can be continuously implemented.

Power BI: Power BI is a powerful tool for data analysis and visualization. It enables KMS to implement dynamic reporting mechanisms for marketing, sales and customer service. The insights gained help with strategic decision-making and the optimization of business processes.

SharePoint Online: SharePoint Online offers an efficient Solution for document management and collaboration. Employees can store, share and edit documents centrally, which increases efficiency and transparency.

Microsoft Teams: Microsoft Teams promotes communication and collaboration within the company. Teams can work together in real time, hold meetings and exchange information, which boosts productivity and team spirit.

Azure Integration Services: These services enable the seamless integration of different systems and processes, resulting in better data consistency and efficiency. KMS can thus optimize its business processes and facilitate the integration of third-party systems.

Power Platform: The Power Platform offers tools for developing customized applications and automating business processes. Power Apps can be used to create user-defined applications, Power Automate enables the automation of recurring tasks and Power BI provides in-depth data analyses.

ClickDimensions: ClickDimensions enables the tracking of customer interactions across all relevant touchpoints in marketing and sales. This helps KMS to develop a better understanding of customer behavior and implement targeted marketing strategies.

Project results: Efficiency and transparency at a new level

The implementation of these solutions in the healthcare sector has led to impressive results:

  • Standardized product and service catalog: Creating a consistent and organized catalog that allows for accurate quoting and pricing.
  • Dynamic reporting mechanisms: Improve decision making with actionable insights from marketing, sales and customer service reports.
  • Integrated Azure DevOps: Optimized problem solving and coherent customer service.
  • 360° customer view: Comprehensive overview of all customer interactions and information.

The project was completed in an impressive seven months. The expertise of INKUBIT in requirements engineering, process design and project management as well as advanced programming and low-code development contributed significantly to the success of the project. The power user training provided by INKUBIT ensured that KMS employees were fully prepared to use the new systems.

Foundation for sustainable success

Sales growth: Improved sales and marketing efficiency, supported by knowledge management solutions in the healthcare sector, led to a significant increase in sales.

Cost reduction: By automating core processes and integrating Azure DevOps, KMS was able to achieve significant cost savings.

Transformation: The digital transformation of KMS not only optimized internal processes, but also created new opportunities for future innovations.

Risk mitigation: The implementation of Dynamics 365 and Azure DevOps improved the accuracy and consistency of process execution, minimizing operational risks.

Future prospects: Sustainable growth and innovation

The partnership between KMS and INKUBIT has not only overcome current challenges in the field of knowledge management solutions in the healthcare sector, but has also created a solid basis for future growth and innovation. Sustainable competitive advantages have been achieved through the use of state-of-the-art technologies and close cooperation.

Thanks to the collaboration with INKUBIT and the implementation of Dynamics 365 and Azure DevOps, we were able to increase our efficiency and gain a 360° view of our customers. This digital transformation has revolutionized our internal processes and created a solid foundation for future growth and innovation.

The success story of KMS and INKUBIT is a shining example of how digital transformation can revolutionize companies in the healthcare sector. Through the implementation of innovative technologies and strategic collaboration, KMS was able to strengthen its market position and create a future-proof basis for further growth and innovation.

Project results at a glance

25%

higher customer satisfaction through improved customer service processes.

30%

Reduce operational costs by automating core processes with Power Automate and integrating Azure DevOps.

35%

Reduction of administrative workload through the introduction of a central platform for customer information.

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