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Empowering Excellence:
Transforming Toledo Clinical Laboratory for Success
Since 1988, in Puerto Rico, with the vision of providing excellent healthcare services, Laboratorio Clínico Toledo joined forces with London Consulting Group to standardize its internal operational and customer service processes, establish a solid management model and generate reliable information to support management's decision-making, who was also going through a generational transition. In addition to addressing these challenges together, the objective of the consulting project also focused on maximizing Toledo Clinical Laboratory's market share.
Challenge
Accelerated growth:
the success of Laboratorio Clínico Toledo
Toledo Clinical Laboratory experienced accelerated growth due to the acquisition of multiple laboratories in Puerto Rico. In addition, the impact of the COVID-19 pandemic also significantly increased the volume of tests processed.
Improving the commercial
operation with effective solutions
Through an in-depth diagnosis of its operations, London Consulting Group was able to plan and carry out, together with the Toledo team, a comprehensive transformation project focused on achieving the following objectives:
OBJECTIVES
● Achieve operational excellence and maximize profitability.
● Increase its market penetration, strengthening its commercial area.
● Improve information analytics for decision-making.
● Strengthen its organizational structure and align it with best practices.
● Create corporate governance for generational transition.
Implementation
Integrated solutions with a holistic approach
Commercial, Customer Service, Purchasing and Inventory:
We implemented a range of solutions to improve their commercial operations and customer service such as defining leaders and standardizing sales procedures, along with automating procedures costing to avoid negative margins. In addition, supplier visit plans were defined with monthly goals and a payment scheme based on the fulfilment of objectives. To improve customer service, the operation was centralized, processes were segmented and standardized, and a digital customer service system was implemented to analyze the reasons for calls and the behavior of the area.
In addition, the project focused on optimizing purchases, carrying out inventory purging and adjustments, adjusting catalogs and streamlining processes to maintain optimal control. The implementation of inventory and supplier evaluation processes ensured the quality of both internal service and supplies received.
These solutions in the commercial, customer service, purchasing and inventory areas were aimed at boosting efficiency, profitability and customer satisfaction.
Billing and Collections, Digital Transformation and Enterprise Performance Management:
Together with the Toledo Lab team, we identified and corrected the main reasons for adjustment, giving visibility to billing through the implementation of an automated monitoring tool. In addition, an automated tracking tool was introduced to streamline the collection process. Through digital transformation, information submission was automated, allowing for faster processing of information and samples, as well as a client tracking system to correct errors and maximize the reliability of results.
To effectively manage business performance, the structure of operational indicators and dashboards and reports was established using Power BI to obtain real-time information and enable data-driven decision-making. These billing and collection and business performance management solutions aimed to improve operational efficiency, data analysis and overall business performance based on the design of digital solutions.
Results
Optimizing operational efficiency
With our integral consultancy, Laboratorio Clínico Toledo achieved an improvement in its financial profitability
and operational efficiency with significant advances in several areas, such as:
● 83% more monthly visits to clients.
● 10% increase in cross-selling.
● 51% reduction in medical plan denials and a 22% improvement in the billing cycle time.
●14% improvement in Customer Service time due to the implementation of digital tools.
●Significant reduction in laboratory staff overtime.
●Reduction and rationalization of products in inventory achieving 85% reliability.
These achievements demonstrate their commitment to excellence and continuous improvement in providing health services, positioning them as leaders in their industry.
Testimonials
What our clients say
"We can mention with satisfaction that our objectives were fully met and our expectations were exceeded".
-Ilia Toledo Garcia
COO Laboratorio Clínico Toledo
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