Case Studies

Injecting Improved Customer Service

McKesson is an Atlanta based healthcare billing and accounts receivable business division whose heavy acquisition focus to drive growth required frequent branch consolidation efforts.

Challenges

Branch consolidation project undertaken to increase efficiency and improve inconsistent customer service Needed to establish a standardized and repeatable process and capability for assimilating and integrating acquired businesses on a regular basis

Approach

Performed current state and best practice analysis internally and externally to establish benchmarks Developed the Program Office concept to establish an internal project management center of excellence and on-going capability Provided a team of experienced project managers to create skill transfer to internal project management apprentices during pilot implementation Developed and documented national implementation plan and supported rollout

Results

Improved the level and consistency of customer service to client organizations driving higher retention rates Created standardized and repeatable branch consolidation and business integration process improving efficiency Transferred successful project management skills to the organization

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