HEALTHCARE CASE STUDY – Damo Success Stories

How Damo helped Geisinger with a multi-year digital transformation program

Geisinger Health System (GHS) is a regional health care provider to central, south-central and northeastern Pennsylvania. Headquartered in Danville, Pennsylvania, Geisinger services over 3 million patients in 45 counties. Starting 2019, Geisinger has been on a multi-year enterprise digital transformation journey to transform patient and member experiences.

Learn how Damo Consulting helped Geisinger with their digital transformation strategy and CRM journeys.

Digital Transformation Office at Geisinger

How Damo helped:

The Damo team of senior consultants engaged with key stakeholders across multiple programs to advance the implementation of the digital roadmap for Geisinger.
Damo CEO Paddy Padmanabhan engaged with key stakeholders across foundational items and provided strategic perspectives to advance the implementation of the digital roadmap for Geisinger.
Damo leveraged in-house research and its extensive technology sector connections to accelerate partner selection for multiple digital transformation programs as part of the roadmap. These included:

CRM COE at Geisinger

As a part of the transformation effort, Geisinger has invested significantly in an enterprise CRM program with Salesforce as a primary platform. To support the CRM program and transformation effort, Geisinger engaged Damo Consulting to assist the various initiatives in flight, establish governance, and develop a multi-year CRM strategy and roadmap.

We had the need for a seasoned consulting firm who could assist with the rollout and deployment of our digital strategy. Paddy and his firm served as our resource to help organize and facilitate this process. He and his team brought forth a unique blend of project management, leadership and demonstrated expertise in all things digital. Their contribution to our CRM strategy, in particular, has been significant.

John KravitzCIO, Geisinger Health System

How Damo helped:

At the request of Geisinger leadership, Damo CEO Paddy Padmanabhan led an effort to develop a comprehensive 3-year CRM strategy and roadmap for Geisinger.

The Damo team conducted expert interviews with a broad group of senior leaders across the enterprise to assess the internal needs for CRM, eventually summarizing the findings in a set of recommendations.

Damo leveraged its unique database and market intelligence platform DamoIntel^TM to enable Geisinger to gain visibility to the high-impact use cases for CRM in healthcare and build an understanding of the technology provider landscape.

Damo consultants helped developed a consumer data strategy for Geisinger’s patients and members to create a single unified record for driving patient engagement and experience.

Damo’s integration architects and informatics specialists helped developed an integration roadmap for CRM applications between the Salesforce and Epic platform using an API approach.

The Damo team helped establish a CRM center of excellence (COE) in a very short time to support the needs of the health system and the health plan

Program communication

Established processes to manage requests for CRM technical support
Initiated and managed bi-weekly partner calls to facilitate collaboration
Implemented Geisinger Salesforce environment and policies
Provided guidance to leadership on critical issues

Worked closely with Geisinger leadership to implement foundational processes for privacy and security compliance and Identity and Access Management (IAM).

Operational oversight

Provided CRM technical and operational leadership to ongoing projects
Onboarded key technical resources
Established an environment strategy and governance around technology operations pertaining to the CRM program

For more information

Visit- www.damoconsulting.net

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HEALTHCARE CASE STUDY – Damo Success Stories

How Damo helped Geisinger with a multi-year digital transformation program

Digital Transformation Office at Geisinger

CRM COE at Geisinger

How Damo helped:

Company

Knowledge Center

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