Customer & Workforce Integration
Supported integration of an acquired healthcare provider across 40+ neighbourhoods, coordinating customer, workforce and service migration into a national care management environment while maintaining continuity of care.
- Client
- National Home & Community Healthcare Provider
- Year
- 2025
- Duration
- 2 months
40+
Neighbourhoods supported
2
Healthcare operations integrated
1
National care management environment
Overview
Following an acquisition, customer, employee and service delivery information needed to transition from a legacy Procura environment into the organisation's national care management platform. Integration required alignment of customer records, workforce information, schedules, service delivery practices and operational processes without disrupting continuity of care.
Business Challenge
Different operating models, workforce structures, customer records, service schedules and business practices needed to be aligned within a compressed delivery timeframe. Migration activities had to be completed without creating avoidable customer, workforce or operational risk.
My Role
As Deployment Consultant, I acted as an operational link between business and technology teams, coordinating readiness activities and helping prepare neighbourhoods for migration, cutover, go-live and adoption.
Approach
The integration was delivered through a structured deployment methodology focused on operational readiness, customer continuity, workforce adoption, data validation and risk management. I worked with neighbourhood leaders and project stakeholders to identify issues before cutover and coordinate resolution through go-live and hypercare.
Key Activities
- 1
Coordinated operational readiness across more than 40 neighbourhoods
- 2
Validated customer and employee migration data
- 3
Reviewed future customer schedules before migration
- 4
Identified operational risks and dependencies before deployment
- 5
Facilitated readiness discussions with operational stakeholders
- 6
Supported cutover planning and execution
- 7
Coordinated go-live communications
- 8
Supported frontline teams through migration and hypercare
- 9
Escalated and supported resolution of post-migration issues
Business Outcomes
Maintained
Continuity of customer care
Improved
Operational data confidence
Unified
Customer and workforce information
Technology
Lessons Learned
Successfully integrating an acquired healthcare operation requires more than moving data between systems. Early validation of customer schedules, workforce information and operational requirements helps identify risks before cutover and protects continuity of care.