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    Healthcare — Sector Case Study

    From fragmented journeys to
    governed care flows

    We unified longitudinal health records and stood up an enterprise-grade insurance CRM that connects eligibility, diagnostics, delivery, and claims—governed by design and built for scale.

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    Patient 360
    SLA Driven
    Governed by Design
    Executive Summary

    At a glance

    Unified Health Records

    One patient record spanning consultations, diagnostics, pharmacy, orders, and communications

    Enterprise Insurance CRM

    End-to-end caseflow with live SLAs and partner integrations

    Business Impact

    High-throughput case ops delivering ₹10+ Cr in early value

    Situation (Before)

    The challenges

    Fragmented patient data

    Patient data lived in silos across apps, web, diagnostics, and pharmacy, leading to disjointed clinician context

    Slow support lookups

    Manual searches across systems slowed down support and clinical decisions

    Complex insurance flows

    Entering enterprise insurance required stitching policy, eligibility, diagnosis, delivery, and claims under strict privacy

    B2B onboarding bottleneck

    Slow partner integration and configuration delayed time to value

    Objectives

    What we set out to achieve

    1

    Single Source of Truth

    For encounters, orders, diagnostics, and communications

    2

    Integrated insurance CRM

    Enable rapid B2B onboarding and high-velocity case operations

    3

    Governance by design

    PII minimization, masking, consent/event logs, and RBAC

    4

    Move fast, scale features

    Ship initially, then scale partners without re-platforming

    What We Built

    The solution

    1. Unified Health Records

    • Longitudinal record service aggregating encounters, prescriptions, reports, orders, and comms
    • High-speed retrieval APIs for patient 360 and order 360 screens
    • Cross-artifact search & linking to reduce manual lookup time

    2. Enterprise Insurance CRM

    • Orchestrated caseflow: eligibility → case → diagnostics → authorization → delivery → claims
    • Integrations for diagnostics partners, delivery/logistics, agent dialer, and policy/benefits engines
    • B2B onboarding flows, pricing constructs, policy rules, bulk member imports
    • SLA dashboards and alerts for ops leads and partner visibility
    Solution Overview

    At a glance

    Data Model

    Patient-centric, encounter-linked records + CRM entities (accounts, policies, members, cases, authorizations, orders, diagnostics, claims)

    APIs & Services

    Records API, CRM/Caseflow, Policy & Benefits, Integration adapters (diagnostics, delivery, dialer)

    Workflows

    Config stages with guardrails, auto-assign, task queues, templated comms, event-driven updates

    Entitlements

    RBAC/ABAC, PII/PHI masking, consent hooks, audit trails for read/write events

    Observability

    Ops dashboards—case velocity, SLA breaches, backlog, conversion—plus DQ monitors and error budgets

    Experience Layers

    Agent & support consoles with patient 360, member 360, and case management interfaces

    Transformation

    Before → After

    Clinician / Support

    Before

    Scattered context, slow lookups

    After

    Patient 360 fetches near-instant; fewer manual searches

    Operations

    Before

    Fragmented flows across diagnostics, delivery, and policy systems

    After

    Governed caseflow with SLAs, exception queues, and automated nudges

    Business

    Before

    Slow partner onboarding and leakage risks

    After

    Configuration-driven onboarding and measurable P&L lift (₹10+ Cr early)

    Outcomes

    Quantified results

    Faster resolution

    P95 < 300ms

    Patient-360 query latency

    Case velocity up

    SLA-driven

    Workflow automation & alerts

    Scalable foundation

    ₹10+ Cr

    Early attributable value

    Business Impact

    Why it mattered

    Safer decisions

    Governed access, consent trails, immutable events; privacy by design

    Operational control

    Clear stages, ownership, and exception handling reduce leakage

    Speed to market

    Shipped fast, scaled features and partners without re-platforming

    What's Next

    Future roadmap

    • Benefits-rule studio for plan teams
    • Member self-service for eligibility & pre-auth
    • Deeper analytics taps (conversion, leakage, utilization)
    • AI assist for next-best-action and document QC

    Ready to transform your operations?

    Download the detailed healthcare case study with architecture diagrams, metrics, and implementation playbooks.

    Download Case Study PDFBook a Discovery Call

    All metrics and results presented are anonymized and represent aggregated outcomes across engagements in the healthcare domain.