Professional Division; Managed Services

Sudden spikes in customer support needs can cripple any business. This is especially true when companies manage fluctuating workloads with limited staff. The challenge is even more pronounced in industries like healthcare or IT where providing reliable support is crucial throughout every project stage.

Our client, a leading healthcare technology company, faced this very predicament. To effectively bridge the support gap and ensure efficient customer service during high-demand periods, they partnered with Allied OneSource. Together, we implemented an innovative solution to bridge the support gap and ensure efficient customer service.

The Obstacle 

Founded over forty years ago, the company develops healthcare IT systems for hospitals and health systems. However, they faced a significant hurdle: maintaining efficient customer support amidst fluctuating workloads. These fluctuations were especially pronounced during crucial project phases like implementation and user adoption.

Challenges such as unforeseen technical issues, client-requested delays, and competing interests within the company contributed to these workload surges. Additionally, data collection processes were not streamlined, further complicating support efforts.
 
Implementing new systems is a complex process. It requires careful planning, smooth integration, and ongoing training for client staff and users. Critical project phases like Go-Live and Adoption demand dedicated support as users transition to the new system and encounter issues.

Unfortunately, unpredictable technical problems, client delays, and overlapping project schedules can disrupt the process, leading to spikes in support needs. This made it difficult for the company, with its large staff of over 5,000 employees, to maintain a stable support team.

Their traditional staffing model wasn't adaptable enough to handle these surges in support requests effectively. Furthermore, hiring full-time staff to address these fluctuations proved too expensive. 

The Solution 

Our approach involved managing a team of contract Conversion Coaches who could step in to provide support whenever gaps arose throughout the year.

Allied OneSource took full responsibility for the entire process by recruiting and thoroughly vetting candidates. We verified their credentials and ensured they met all requirements to work effectively in a healthcare environment. Once assembled, we carefully matched each coach's skills and expertise to the specific needs of various client sites across the United States and Canada.
 
We made sure our coaches arrived on time wherever needed by handling all their travel plans. This meant booking flights, finding places for them to stay, and arranging rental cars if they needed them. This guaranteed our coaches were ready to help when our clients needed them. 

Throughout their on-site assignments, we maintained regular communication with the coaches by monitoring their adherence to schedules and fulfillment of obligations. This approach delivered consistent and reliable support services to our clients.

 Finally, we handled all payroll and billing for the project team. It streamlined administrative tasks and allowed our clients to focus on their core objectives without extra paperwork or financial concerns.

The Outcome 

At Allied OneSource, we work closely with you to develop a customized service that meets your specific needs. It’s the reason why ninety percent of our revenue comes from repeat customers, which reflects our commitment to producing high-quality work.

We assembled a team of 150 Conversion Coaches who provided consistent support. They didn't just meet expectations—they exceeded them. The partnership offered several key benefits: 

• Team Consistency: Throughout the year, the coaches provided consistent support. It allowed the client to handle projects more efficiently and avoid delays. 
• Project Continuity: In some cases, the coaches' expertise helped salvage projects the client had considered abandoning. 
• Leadership Development: Several coaches demonstrated exceptional knowledge, performance, and client service. As a result, they were promoted to leadership and training roles.  
• Client Satisfaction: The coaches' consistent support and expertise led to happier clients. This was evident as many clients specifically requested certain coaches for follow-up work. 

The high demand for these coaches signaled their exceptional value. The fact that clients continued requesting their services indicates the coaches' effectiveness in providing support and resolving issues, contributing significantly to project success. This ongoing partnership allowed Allied OneSource to develop a customized service aligning with the client's specific needs.

The Impact 

The collaboration between Allied OneSource and the healthcare technology company demonstrates the value of a flexible and scalable workforce solution. Here are some key aspects of this impact: 

• Process Efficiency: The Conversion Coach model eliminated the need for a large, permanent support team. Additionally, it streamlined the client's hiring process and deployment. 
• Scalability and Flexibility: The readily available pool of qualified coaches allowed the client to adapt to fluctuating support needs without compromising quality or consistency. 
• Cost-Effectiveness: The client benefited from a cost-effective solution compared to maintaining a permanent staff for unpredictable workloads. 
• Strong Partnership: The successful collaboration built a robust relationship based on trust, communication, and a shared commitment to client success. This partnership drove mutual growth and innovation. 
• Competitive Edge: Providing knowledgeable and consistent support resources gave the client a significant edge over competitors. This positioned them as a leader in healthcare IT implementation and support. 

Our collaboration with the client proved the importance of teamwork and innovation. By pooling our strengths and ideas, we found new approaches to tackle their specific challenges. This allowed us to look at each problem from different angles, helping us discover the best solutions.

Our commitment to success drove us to constantly strive for improvement and achieve our goals together. If you're facing challenges in meeting your clients' needs while maintaining efficiency, now is the time to make a change. 

Reach out to us at info@AlliedOneSource.com to explore how we can help you build a responsive and high-performing team. Let's collaborate to ensure your team is equipped to deliver exceptional support, no matter the demand.