In keeping with my article from a couple weeks ago, I'd like to continue writing about the "why", vs just the "how" from a Customer Success standpoint. Some of these articles will be more topical, but I would like to work in some actual customer stories as well because, let's face it-- our customer are great, and come up with lots of our best ideas. This use case details a customer story from the healthcare industry. The customer is a large hospital system based in the US. We will detail some of the challenges they faced around innovation and idea management. We will also cover how Coras helped to turbocharge innovation not only with teams, but fostered a culture of innovation across the organization.
The Customer Challenge: Some of the teams at one of the hospitals in the system were tasked with creating a program to come up with new ways to innovate, improve processes, cut costs, and make the hospital run more efficiently. They understood at a cellular level, that innovation is the key to growth, internal improvement, and improving the outcomes for patients. The team leading the effort decided to start brainstorming potential ideas each week, and they began putting a system into practice to help track this. At first, they just started writing down everyone’s ideas on the whiteboard during the brainstorming meeting. At the end of the meeting, a designated scribe would copy things down off the board and keep a log of the different ideas people were having. Then they would continue to get together to evaluate the existing ideas and would select a few that they wanted to implement. This worked – for a short while. However, they started to run into problems. The whiteboard could only really fit the ideas from 1 brainstorming session at a time. After the scribe took down the notes, the board was eventually cleaned up for next week’s meeting. During that week between meetings, they completely lost sight into what ideas were suggested. The only person who had easy access to all of the ideas was the scribe. There was also no visibility into who was vetting an individual idea, what they discovered in their research, and the only way to systematically talk about new ideas was once per week. They knew that there had to be a better way to harness the power of their teams’ ideas, work faster, and create accountability.
They are up to around 15,000 ideas and counting. Coras has become a critical part of their innovation efforts. They have seen how important it is to innovate – and not just to have a single team thinking through these kinds of things. In today’s economy, innovation and agility needs to be one with the culture.
The Solution: They turned to Coras. They were able to easily create a custom template to capture their teams’ ideas and work them through their evaluation process. Members of the innovation team could capture details around new ideas as they thought through them, without waiting for the next whiteboarding session. They turned Coras into an Idea Management solution that gave total visibility into not only the ideas from this week, but also the previous weeks and months, which was something they didn’t have before. Once they got all those ideas into a place where they could see the full spectrum of them, they began to comment and collaborate, and started breathing life into them. This created a sort of “idea multiplier,” and once they put a process around evaluating and selecting the best ideas, they really started seeing results. “Our CEO started asking where all these great ideas were coming from,” said a senior IT member of the innovation team. “I showed him what we were doing in Coras, and his response was “this is fantastic!” After that meeting, he mandated that we roll it out not only across our hospital, but across the system.”
Success!: Since then, Coras has rolled out to close to 10,000 employees across the hospital system. They are up to around 15,000 ideas and counting. Coras has become a critical part of their innovation efforts. They have seen how important it is to innovate – and not just to have a single team thinking through these kinds of things. In today’s economy, innovation and agility needs to be one with the culture. Coras is proud to be enabling growth, innovation, and business agility for one of the leaders in the healthcare space.