“Hill-Rom wanted to streamline, standardize, and add rigorous discipline
to their business processes as well as enhance customer interactions.”
—Jim Miller, Vice President, Solutions, CSS International
“We achieved a 100 percent ROI within one year, and
we believe that we’ll see annual benefits that are more than
double our initial estimate. Not only is the system more efficient, but we’re also recovering revenue and gaining revenue
enhancements through the ability to report and track revenue
dollars as they move through each part of our process,”
A good example of their expanded revenue enhancement
opportunities is in the area of maintenance. Previously, Hill-Rom had never billed for service and repair. Patient beds
were repaired or fixed for free, regardless of their warranty
status. “We initiated a whole new billing option for service
and repair initiatives,” says CSS’s Miller, “so it’s all pure new
revenue that Hill-Rom never had before.”
ENGAGING THE FUTURE
Growing a business isn’t always easy, but with the right type
of IT and business process support, it can be efficient.
“Now, with our JD Edwards implementation, we have an
infrastructure behind us that allows us to process all of those
transactions more effectively and efficiently,” says Dennis.
“Our ability to improve efficiency will influence the kinds of
products that we can ultimately introduce profitably into this
marketplace in the future.”
And while there’s great satisfaction for Dennis in knowing
that Hill-Rom now has the infrastructure it needs for growth,
there’s even greater satisfaction in the impact the turnaround
of their applications has had on her Hill-Rom colleagues and
users of the system.
“Before the change, people spent their time figuring out
why we couldn’t do things,” says Dennis, “and now people
understand that it’s their job to figure out how we can
accomplish things. They are absolutely engaged, they have
seen their suggestions and ideas for improvement come to
life, and that alone is going to make a big difference to our
customers and our business.”
DAVID A. KELLY is a freelance writer based in Newton, Massachusetts.
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