This post is part of our series dedicated to innovative laboratories in honor of Lab Week 2018.
Mid America Clinical Laboratories (MACL) is one of the largest clinical labs in the Midwest, handling over 4.5 million diagnostic tests per year. With so many moving parts, MACL took an innovative stance to prioritize data and visibility to help better serve customers. Here are three ways MACL is leveraging healthcare-specific CRM and live analytics to establish themselves as a leader in the lab space:
Sales & Pipeline Management: In order to attract new clients and grow their existing client base, MACL needed a clear, 360-degree view of all sales reps, territories, and lab locations (over 30 in Central Indiana alone) to help move the needle across their sales team. MACL is now able to access a detailed view into the day-to-day efforts of sales reps, as well as a 10,000-foot view of company-wide metrics and pipeline progression.
Issue Resolution: A lack of insight into issue resolution time, resolution codes, and at-risk clients put MACL in the dark when it came to evaluating their position in the marketplace. Now, managers have the information necessary to resolve issues in a timely manner – and prevent future issues from occurring. Up-to-the-moment cases and tasks ensure that all open issues have a plan for resolution and accountable follow up.
Consistency Reporting: In order to grow in the highly competitive and complex toxicology vertical, MACL needed detailed insight into consistent and inconsistent tests, quality metrics, and easy-to-digest reports to increase visibility and transparency with their clients. MACL is now able to take advantage of real-time data in their LIS and provide complete transparency across all drug classes and metabolites, allowing executives to segment results by internal departments, report on consistency and positivity, as well as break down Metabolite levels to help physicians better monitor their treatment plans.
Happy Lab Week to MACL and all labs striving to deliver better patient outcomes from your friends at hc1!