CASE

Bizzomate supports MediReva in optimizing customer experience with Mendix application

Bizzomate supports MediReva in optimizing customer experience with Mendix application

Putting the customer first and providing high-quality medical devices to customers. That is the main priority of MediReva, a Dutch supplier of medical devices and medical supplies. The organization wanted to improve customer experience and comply better with laws and regulations. At the same time, the organization wanted to keep its existing ERP system. Together with Bizzomate they built MoZaïeK, a back-office application based on Mendix low-code. The application enables them to speed up the customer support process and to pay more attention to customers with complex problems. In addition, MediReva now better complies with legislation which is very helpful in their contacts with health insurers.

Originally a family business
MediReva is originally a family run business. The company specializes in the supply of medical devices throughout the Netherlands. The head office is located in Maastricht and the company employs about 600 employees.

To ensure that the processes in the organization are running smoothly MediReva is using a legacy ERP system. In this system, the current customer data is linked to logistics and stock data. For compliance reasons, additional software layers were added to the system over time. As a result, it became increasingly difficult to switch to a new version of the ERP system.

Moreover, a situation arose in which the organization was no longer able to oversee the consequences of new adjustments to the system for its functioning. MediReva’s rapid growth in both customers and employees also meant that it no longer met the needs of the organization.

Continued use of existing ERP system
MediReva wanted to change this situation because it was crucial to them to continue to supply customers with the best medical supplies now and in the future. They decided to continue using their existing ERP system and build a low-code application on top of it to deal with the medical care process for customers. They started looking for a partner who could support them with this process. After a comprehensive selection process, MediReva selected Bizzomate.

Linda Ramaekers, Product Manager at MediReva: “During the selection process, I often had the impression that other parties would build what we asked for. With Bizzomate I had the idea that they were going to build what we needed at MediReva.They listened very carefully, thought along with us and questioned us critically. As a result, we became convinced that they would be the best partner to build what we really needed during this extensive digital transformation process. In addition, we just had a really good connection as well.”

During design thinking sessions, Bizzomate and MediReva determined first what had to be built. The central question was: will this solution really solve the problems of the organization.

Good explanation crucial for the implementation
Subsequently, the implementation of ‘MoZaïeK’ turned out to be quite challenging at times. The organization was struggling with the shift to embrace agile ways of working. With the help of Bizzomate, the managers of MediReva always explained what part of the new application was built and why. Slowly but surely the organization got used to building an application which is continuously improved in small steps.

The first version of ‘MoZaïeK’ went live in June 2020. In the two years that followed, five more major releases followed. MoZaïeK’ now streamlines the medical care processes at MediReva and also forms the foundation for MediRevanet, the system that professionals in hospitals work with. The existing ERP system is still in use for logistics processes, but can now be easily converted to a new version.

Compliance
Working with ‘MoZaïeK’ provides MediReva with a number of important advantages. The application makes it easier for employees to enter intake interviews in compliance with laws and regulations. Sometimes that means some extra data entry, but because employees know why this is necessary, that is no problem.

More insight into customer data
In addition, customer service representatives now have more insight into the customer’s situation. MoZaïeK shows them whether a customer has called before and which medical devices customers have ordered in the past. The customer now occupies the centre stage in the process and they can be assisted quickly with exactly the right resources.

More space for customers with complex problems
Moreover, with ‘MoZaïeK’, customers will soon be enabled to order sixty to seventy per cent of the medical devices they need online without the help of a customer service employee. For customers who need more attention due to their complex problems or because they prefer talking to someone over the phone, this creates extra space.

Because a large part of the requests for medical equipment will be handled completely online in the future, contact centre nurses will have more time for these customers. They can help these people better based on their specialist knowledge. It is expected that this will result in more satisfied customers, but also in more satisfied employees who are happy to be able to use their specialist knowledge for the customers who really need it.

Suggestions for the best medical devices
In the future, the functionality of ‘MoZaïeK’ will be expanded even further.
Because all customer data is now collected automatically, in the future MoZaïeK will also show customer service representatives suggestions of medical devices that were used previously in similar situations, making it easier for them to give the best possible advice to customers.

Marc Gelissen of Bizzomate: “MediReva used the agile methodology for the first time. Especially in the beginning, we sometimes had to support MediReva to help them to educate their employees on what to expect. In the end, it was all worth it and with MoZaïeK’ we have delivered a futureproof application that enables MediReva to do what they love the most: putting the customer first and providing them with the best possible medical devices.”

Linda Ramaekers: “We are very pleased with Bizzomate. They’ve succeeded in always asking us the right questions. That has helped us a lot during our digital transformation. They managed to deploy exactly the right developers at every stage of the development process. We also really enjoyed the open communication with Bizzomate. If things weren’t running smoothly, we could easily share that with them and our issues were solved quickly. As far as we are concerned, our digital transformation process together with Bizzomate has been extremely successful.”

In a nutshell

Company:

Insurance

Development time:

1.5 years

Branche:

Healthcare

Team size:

4 FTE

Activities:

MediReva is a supplier of medical aids and care materials that has been active throughout the Netherlands for over 40 years.

Solution(s):

  • Back-office application to support Customer Contact Centre

From our client

“Linda Ramaekers: “We are very pleased with Bizzomate. They’ve succeeded in always asking us the right questions. That has helped us a lot during our digital transformation. They managed to deploy exactly the right developers at every stage of the development process. We also really enjoyed the open communication with Bizzomate. If things weren’t running smoothly, we could easily share that with them and our issues were solved quickly. As far as we are concerned, our digital transformation process together with Bizzomate has been extremely successful.””
Linda Ramaekers
Product Manager

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