Customer Spotlight:

Profile

Location: Albuquerque, New Mexico, United States
Industry: Healthcare
Key Challenges: To provide an accessible, single source of data across a national enterprise
What they needed: Real-time, dynamic reporting for clients

The Problem

Prior to dashboards, information exchange processes at SHG were very manual and decentralized. For instance, getting daily numbers such as the customer base or admissions would require a regional employee to call each center and have them compile and email the metrics manually each day. These numbers would then roll up to divisional and finally to corporate stakeholders. Jumping ahead to their present day, dashboard reality, they now have instant access to this information, in real-time, with the click of a mouse.

But this was not the most compelling need for dashboards. For Ms. Mukai, the more serious problem was the lack of an enterprise-wide, single version of the truth. Ms. Mukai explained how different stakeholders would generate their own reports with different conclusions. She said, “Quarterly reports involved a lot of people working really hard, but not very efficiently. Each stakeholder was using Excel to do their own data manipulations but the numbers wouldn’t match up. Correcting the discrepancies meant going back to gather all the different data points from the different operational teams, which has taken huge amounts of time.”

SHG had evaluated other business intelligence products and vendors and did not find the right solution. They had 3 primary requirements. 1) It had to be accessible to all levels of the organization. 2) It had to be scalable enough to meet the changing needs of the business.

3) It had to be within budget. The goal was to provide information quickly to those who have direct influence on the results at all levels of the organization.

The Solution

Ms. Mukai explained that, “The primary solution was to consolidate all of the information in our data warehouse and present it on highly visual landing pages.” Dashboards are being used on an enterprise level in four operational areas – employee relations, quality care, business results, and revenue enhancements. The end users include nursing home administrators, business office managers, the director of nurses, executives, management teams, and business development teams across the country. All users access the dashboards remotely, through the company intranet so everyone is always working from the same page.

Ms. Mukai explained what the solution has meant for her organization. She said, “From an operational perspective the dashboards give all levels of the organization the information they want very quickly. They can see the information with the click of a mouse. For us, that is huge. It means we can minimize the impact on the nursing centers and assist with streamling information flow.”

Ms. Mukai then spoke about how she saw the solution extending into the future. She said, “We are looking at consolidating information from all of the subsidiaries so we can show the impacts on various lines of business. We see the dashboards becoming the go to place for a high level view of operational synergies.” They also plan to use the mobile features so their managers across the country have on the go access to the operational metrics they need for the properties they are responsible for.

Key Benefits