Together, Consileon from Karlsruhe and e-QRM from Bad Homburg analyzed the business processes in the collaboration with suppliers and pharmaceutical manufacturers. The results showed that up to sixty percent of costs can be saved by optimizing and digitizing core processes.
(The press release is in German.)
Digitization and networking give healthcare professionals the opportunity to automatically exchange expertise, experience and case-relevant findings. GPs, clinics and external therapists, for example, can use this to optimally tailor treatment to the patient, minimize the number of examinations and avoid overmedication.
However, there are still gaps in the infrastructure for knowledge networking. In addition to software, there is a lack of service providers who process data from hundreds or thousands of clinics and practices and make it available to all partners. Potential providers and customers are challenged here to agree on the basic features of both affordable and profitable business models.
Until recently, clinics and practices have acted as lone wolves within the healthcare system. Digitization offers health insurers and associations the opportunity to eliminate disincentives in the system. For example, it is currently more economical for an individual clinic or practice to repeat an examination or an X-ray than to coordinate with others along the therapy chain.
If a physician makes an effort to save unnecessary measures in the interest of the patient and the insurance payers, he not only loses revenue but also loses out on the coordination effort. Such conflicts of objectives drive up treatment costs and health insurance premiums, undermine patient trust and challenge other players to counterproductive self-interest.
We accompany healthcare stakeholders on the path to team thinking. Together with your specialist colleagues, we simplify external collaboration and ensure secure technical networking. A system that minimizes organizational effort is easy on staff and creates scope for growing together in a difficult market.
The boom in fitness apps, especially among the younger generation, is an expression of a more conscious approach to one’s own health. Many patients also want to consult their doctors and other therapists via digital channels when necessary. They want to know everything about the targeted treatment and have a say in the decision-making process.
This also pays off for health insurers, because well-informed patients want as few therapy services as possible, but all the more efficient ones. We advise you on communication systems (CRM) that allow you to address each patient or customer on the channel of their choice (phone, email, newsletter, app).
The doctor is personally responsible for the patient data in his practice and must know all the storage locations. Cloud storage would therefore be unsuitable. Networking with other healthcare providers is also subject to strict security regulations, the implementation of which we integrate into your IT systems. Our regulatory and cybersecurity experts protect your patients’ data at the highest level.
Facebook wants to design its own currency so that all Friends can send money to each other. Amazon offers its own credit card, its own payment service and loans for small businesses. The Internet giant’s next project is its own Amazon checking account for young customers in cooperation with a bank like J. P. Morgan. And Google and Apple are sure to come up with something new for the financial market soon. The Internet giants are using their reach and data volume to conquer the financial market from the Net. They use artificial intelligence and consistent CRM and address the young target group in a modern way. They prefer to forego the cost of a banking license and the regulatory burden that entails. The big advantage our banks (still) have is the payment data they have on their customers. This is much more meaningful because it is based on reliable facts.
However, financial institutions can respond powerfully to the onslaught of Internet giants by leveraging their large customer base and infrastructure to become platforms themselves.
They can open their platform for good third-party offers at good conditions. Banks can turn their customer contacts and access to them into a new business model. Platformization and opening with program interfaces will soon be necessary anyway – the increasingly strict EU financial directives want more transparency. Any bank that moves in this direction now will be ahead of the competition later.
Only those banks will survive that have a truly focused business model, i.e., that target specific customer groups, specific products or specific sales channels. Like Apo Bank, for example, which targets pharmacists and doctors, or Targobank, which focuses on installment loans. These banks are also already very successful today. Banks that offer everything like a vendor’s tray will have difficulties in the future.
Most of the financial products offered by banks are very similar, they do not help to distinguish the financial institution. Very few people have an emotional attachment to their bank. How should the customer decide?
A bank can differentiate itself either through “convenience,” i.e., special service, clear positioning with intensive brand communication, or through a niche product.
Today, a bank must stand for something and communicate that. But even more importantly, it must also act in such a way that people recognize what it stands for on their own.
My team and I provide support in all three areas:
We help with the strategic direction of the bank and brand positioning.
We design and develop innovative, digital service ideas for banks, and we advise banks on cooperation partners. After all, a bank doesn’t have to do everything on its own, but can also be very successful as a platform: it offers the products that are its core business and opens up its platform to other providers and other products on terms that are favorable to it.
Digitization not only makes banking more affordable for customers, it also creates real added value for banks. Digital channels enable you to re-establish close contact with your customers and shift the holistic advisory process into their sphere of life. Whether retirement planning, construction financing, securities investment, account or card – via smartphone you pick up your customer where the topics are relevant for him. The seamless advisory process across all channels is user-friendly and saves costs. With a smooth transfer of information from channel to channel, the advice given in the branch or call center can seamlessly follow on from the topic that the customer has already researched online. We create the necessary channel transparency, channel excellence and channel networking for this and help you tap into entirely new customer groups.
You can also achieve new efficiency through optimized processes that are reflected in your IT system. Our process strategists work as a team with our IT experts to develop a core system for your workflows that turns many systems into one and can be transferred to all subsidiaries worldwide. ONE system means: less costs!
You can already use technologies such as robotics and artificial intelligence profitably without hesitation. Robotics helps to make manual activities around service processes efficient. Chatbots control the interaction with customers without any personnel at all. Artificial intelligence helps to efficiently evaluate and learn from data. With the help of machine learning, you can identify and prevent money laundering fraud at an early stage, for example.
FinTechs, the financial start-ups and new competitors on the market, have shown how you can win back customers with creative, digital financial service ideas. An app that shows customers financial opportunities in real time or relieves them of administrative work like their tax advisor? You can also offer such services – you already have the contact data for millions of customers. We design a platform for you that can open programming interfaces to the outside world. This means you can either connect your own apps to it or open the platform to third-party providers of financial services at good conditions.
Start profiting from the possibilities of the new efficiency banking – take advantage of our first consultation!