Customers expect the platforms they interact with in every industry to be digitally accessible—healthcare is no exception, and the same was true for our medical technology company client. Although inundated with growing demand, their current on-premise business model prevented them from keeping up with demand.
They needed help transforming their business from a traditional to a digital operating model. In reality, they were becoming a SaaS company and needed to build the digital ecosystem to continue providing an exceptional customer experience.
year-over-year growth in SaaS Total Contract Value
increase in SaaS Annual Recurring Revenue within 2 years
increase in new SaaS bookings within Year 1 of transformation
Our client had an influx of new customers, and their legacy technology and operating model couldn’t keep up. They needed to structure their company to capitalize on SaaS demand — preparing the way for future growth. To help them make the transformation to SaaS, we first needed to assess their current operations and identify key metrics that would help measure progress and signal success.
They needed a holistic digital blueprint—one that addresses the needs of every department and system to enable a SaaS business model. We helped them achieve it by defining 17 prioritized initiatives that covered areas such as go-to-market strategy, delivery, and core systems. We also developed an actionable roadmap with measurable metrics to ensure they met their goal.
True digital transformation isn’t limited to a single department. To realize change of this magnitude, leaders must account for the needs of their entire organization—implementing digital in a way that simplifies and enhances workflows.
West Monroe’s multidisciplinary team brought together healthcare and life sciences, mergers and acquisitions, technology, and software to ensure we were able to provide a multi-faceted approach that covered all our client’s needs:
Our team takes a hands-on approach to every project, ensuring that our clients feel supported each step of the way. Because of our close relationship with the MedTech client, we were able to better educate their team on new systems and processes—ensuring they were satisfied with the direction of the project and ready to take the reins.
Our client now has an 18-month roadmap to establish the foundation for their digital SaaS model. During our initial engagement, we assessed their SaaS readiness and developed the transformation roadmap accordingly (accounting for their current state). This knowledge was essential since the program was designed to be cross-functional, spanning multi-business units and global regions.
A key to the project’s success was bringing outside-in thinking to bear on this project (beginning with the customer’s wants and needs). The customer-centric approach to design helped focus and accelerate workstreams—ultimately leading to a more compelling outcome.