Virtusa streamlined and modernized critical care operations applications leveraging Pega
It won’t be long before ‘medical alert systems’ become essential to every senior citizen’s life. According to Forbes, almost every US home with seniors or a chronic patient already has these systems. By 2040, in the US alone, more than 80 million seniors will need Personal Emergency Response Systems (PERS) to ensure their safety.
In this life-saving business where response speed matters to lives, a large North American medical alert service with more than 6 million customers endured slow progress and high costs when modernizing the response center platform. These challenges are the result of outdated legacy systems and processes.
Virtusa partnered with the service provider to upgrade and modernize their existing platforms to improve the response time and speed, which matters most for this industry. We helped the company by re-platforming the application on Pega and simplifying the user experience, which reduced the training cost by 60%.
Here’s a quick look at how Virtusa helped the company and its customers.
The heart of the company’s medical alert service is its response center, which manages incoming calls from customers who are in distress and are trying to reach the response center through the alert button on a mobile app or wearable devices.
Response center agents take these calls and contact local first responders, revealing the client’s name, address, and the nature of the emergency. Thus, it’s a 24x7x365 life-critical operation where every delay creates potentially life-threatening impacts.
To stay competitive, the company needed to upgrade its response center technology, posing multiple challenges, including:
Virtusa and Pegasystems collaborated on a comprehensive analysis of the company’s IT systems, business processes, and marketplace challenges.
With this robust understanding in place, Virtusa proposed a solution with these core components:
The medical alert service has the modern technology tools it needs to come through for its clients in a crisis. Better workflows streamline response center operations and slash training costs, and a unified management screen allows standard processes in multiple regions worldwide.
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