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Case study

MedicAlert UK

How our solution allowed MedicAlert to automate complex end-to-end business workflows, personalise their new web-site and marketing campaigns, deliver seamless e-commerce and manage the sensitive medical information of over 50,000 members.

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An interview with MedicAlert's CEO

In addition to the details of our Case Study below, please feel free to
watch our Interview with Kirsten Giles, MedicAlert's UK CEO.

Objective

Replace ageing legacy web site and back office technology with innovative system to deliver value, productivity, customer excellence and a giant leap in capability.

Approach

Extend our industry-leading CMS and MA platform to support workflow automation to enable organisational growth and traceability.

Outcome

MedicAlert focus is now on growth and adding additional services; knowing that all aspects of membership, orders and returns are automated and traceable.

Challenge 1

Migrating 500Gb+ of legacy, undocumented database data

The previous legacy system had been in operation for over 6 years and consisted of over 150 million rows of database data, member communications and sensitive documents. There was no technical support for the legacy system; the existing supplier merely hosted the solution because the original supplier had ceased trading. We undertook considerable research and investigation in order to understand the old system and to be able to migrate all of these sensitive data to our new system with confidence. All migration tasks and rules derived were entirely re-executable, allowing us to run the migration process repeatedly during multiple test phases to ensure data correctness and entirely avoid any data loss or corruption.

Challenge 2

Managing Change and Delivering to Tight Deadlines

During the consultation and design stages (and even well into implementation of the solution) there was considerable scope movement driven by change requests. This is a problem for most projects but especially so with this one, as a) we were working with a highly-complex and proprietary legacy system that was not technically supported or documented and we had a freehand to improve upon it when the opportunity arose and b) as the customer began to understand what could really be achieved with our new technology framework, they wanted more…

Methods to reduce risk on the project involved:

  • An early website prototype demonstrating design concepts and branding definition in the form of all possible content types, layouts and visual controls was delivered for sign-off.
  • Our customer-facing support and ticketing portal allowed all change requests to be prioritised, costed and assigned to an individual; providing a transparent (but fully audited) communication mechanism between ourselves and the customer.

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Since the system went live in Nov 2018 (updated July 2022)

  • 371,610
    WORKFLOW JOBS CREATED AND PROCESSED
  • 177,577
    ORDERS PLACED
  • 27,040
    NEW USERS REGISTERED
  • 222,159
    LETTERS AUTO-GENERATED
  • 15,060,863
    EVENTS GENERATED AND PROCESSED BY OUR SOLUTION
  • 39,857
    MEMBERSHIPS ORDERED OR RENEWED
  • 3,665,864
    ADMINISTRATOR PAGES ACCESSED
  • 21,269
    MEDICAL DOCUMENTS SECURELY UPLOADED
  • 11,770,161
    WEB PAGES VISITED
  • £5,820,205.73
    ORDER VALUE PLACED ONLINE

Key Benefits

  •  Workflow automation delivers productivity/traceability
  •  Seamless UI delivers control to members and staff
  •  Dedication delivers peace of mind and ongoing improvements
  •  Marketing Automation benefits business growth
  •  Ongoing support and service are exemplary
  •  Powerful and extensible framework for future
 

S-Digital stood out from other companies tendering for our project because they demonstrated expertise, understanding, realistic pricing and had a platform that would allow our business to grow. They also promised delivery months ahead of some of their competitors. We also felt that S-Digital would provide the ongoing support that is so important to us.

 

Kirsten Giles, CEO
MedicAlert UK