Delivering Professional Services in a Hybrid Model – Our Response to COVID-19 Challenges

RTLS Service Delivery

by Scott Hondros, MHA, SCPM | Senior Vice President, Enterprise Services at Infinite Leap

Hybrid Service DeliveryFebruary 2020: I had just arrived back in North Carolina after spending the week with one of our large clients in Manhattan, NY. COVID-19 was officially confirmed in the United States, and was being discussed on every news channel and online media outlet that you looked at.

Immediately we knew that the RTLS & IoT infrastructure and software our services team deploys, manages, and advises healthcare organizations on could be incredibly impactful to this growing global pandemic. The buzz words popping up in the news and social media—Contact Tracing, Environmental Monitoring, Clinical Asset Locating—reflected use cases for which we had proven methodologies and successfully deployed for many years, so we were ready to immediately assist our clients and local communities.

Fast-forward a few months to the summer of 2020 and we began seeing the adverse financial and clinical impacts of COVID-19 on many healthcare organizations across the United States. As a Professional Services firm, we had begun preparing for this change in our service delivery methods as we witnessed COVID-19 changing the way we traditionally worked with our clients and partners.

Many of our clients were calling daily, asking how we could assist them with rapid contact tracing programs. These requests were straightforward in many cases and we were able to assist in leveraging the software and infrastructure deployed to run detailed contact tracing reports showing each interaction between patients and staff.

As the pandemic continued, proper and timely monitoring of freezers that protect thousands of COVID-19 vaccines was critical. As they did with contact tracing, our Professional Services team configured the RTLS software and associated hardware to allow for easy and seamless additions when we deployed the technology, and these requested environmental monitoring use case upgrades were immediately put into place, and we were able to perform them remotely in many instances.

So, what specifically has changed for our clients and teams over the last year? From a service delivery perspective we have challenged ourselves to identify and deploy cloud-based solutions and tools to effectively engage and communicate with clients and partners while driving projects forward. The graphic walks you through how our service team is balancing the key components of an engagement with a combination of remote and onsite delivery.

Our clients appreciate this fresh approach. We are able to deliver our services faster, plus we have been able to substantially reduce travel budgets to the benefit of our clients. The data we have collected over the past year has shown that this hybrid approach to executing against defined project plans yields successful engagements, with projects being delivered on time and within budget.

There will always be a need to travel and work with clients face-to-face (socially-distanced of course) and we have taken steps to keep our team and clients safe when those meetings are necessary, and we are proud to be able to “turn lemons into lemonade” when it comes to executing on RTLS projects during the COVID pandemic and beyond.

If you are interested in learning how RTLS use cases can be deployed in a balanced manner, with the same industry-leading expertise that Infinite Leap’s professional services team is known for, please reach out to me.