At Frost & Sullivan’s 2016 African Growth, Innovation and Leadership Awards banquet held at The Bay Hotel in Cape Town on 18 August, T-Systems was recognised for the unparalleled customer value it offers South African healthcare clients as a Managed Services Provider (MSP).
The company was presented with the 2015 South African Frost & Sullivan Award for Customer Value Leadership and was lauded for its automation solutions that support both revenue growth and unified customer experiences for its clients in the healthcare sector.
The award programme — a global best practice programme — is based on Frost & Sullivan’s latest independent research consulting insights. Each year, Frost & Sullivan presents this award to the company that has demonstrated excellence in implementing strategies that proactively create value for its customers with a focus on improving the return on the investment that customers make in its services or products. The award recognises the company’s inordinate focus on enhancing the value that its customers receive, beyond simply good customer service, leading to improved customer retention and, ultimately, customer base expansion.
“T-Systems’ solutions simplify and streamline operational processes within hospitals by automating patient and document-driven processes, thus enabling higher efficiency,” says Frost & Sullivan ICT Africa team leader, Anesu Charamba. “Ultimately, this safeguards revenue attrition and supports an excellent patient experience, providing a longitudinal patient record to support evidentiary documentation regarding diligent patient care.”
T-Systems’ fourfold customer acquisition strategy incorporates world-class, end-to-end solutions, proactive relationship building with customers, high-quality service delivery with strategies like Zero Outage, and going mobile in order to make information readily available to complete the process chain. Its solutions are built on the popular and ubiquitous SAP Business All-In-One platform, allowing it to offer replicable technology in a cost-effective manner while leveraging brand recognition.
T-Systems currently has seven private hospital groups, a public sector compensation fund manager, a leading medical funds administrator, a public sector healthcare provider, and an accident funds administrator as customers. The company also delivers seamless integration between enterprise management (financials and materials management), employee management (HR management, including time and attendance and biometrics), and patient management (patient administration, billing and clinical records).
Peter Mills, Head of Systems Integration Sales at T-Systems South Africa added, “Our financial process solutions can reduce discharge time by 50%, lower audit costs by more than 20%, and make operations 75% more profitable through integrated systems and real-time inclusive financials. Our primary care solutions provide access to comprehensive patient information, enabling the formulation of a more informed care plan. In addition, our customers have experienced over 30% lower workforce turnover due to workforce empowerment using the Human Capital Management features of the solution. Materials management features help control the flow of stock through the retail pharmacy.”
“The key to strong customer acquisition is relationship building, and T-Systems has long-standing and solid relationships with its customers due to the high level of personal engagement, industry knowledge and the continuous high quality of service delivery,” notes Charamba. “All its healthcare projects have been deployed on time and within budgets, forging trust with existing customers. The company has also maintained local relevance by keeping a predominantly South African workforce that has a better insight into the market.”
Frost & Sullivan’s Best Practices Awards recognise companies in a variety of regional and global markets for outstanding achievement in areas such as leadership, technological innovation, customer service, and product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research.