Advanced managed services solutions for a global virtual healthcare company

How PwC has supported Teladoc Health with continued value creation, after replacing legacy technology with unified ERP and CRM platforms to transform ways of working.

Companies that grow rapidly, both organically and through major acquisitions, often face the challenge of trying to run a much larger enterprise using legacy platforms with different front- and back-office systems. Teladoc Health Inc., a virtual healthcare company based in Purchase, New York, went through a period of huge growth in 2020, when patients became familiar with online appointments because of the COVID-19 pandemic, and in the same year the company bought two other healthcare companies.

By 2021,Teladoc knew its disparate legacy systems and processes could impact its growth trajectory, and that to keep expansion on track, it needed to upgrade and streamline its enterprise resource planning (ERP) and customer relationship management (CRM) systems. Teladoc turned to PwC Technology Managed Services team to help it with this task, which had a direct bearing on the quality of online healthcare products and services delivered by the expanded company, which today serves more than 90 million members worldwide. 

After successfully implementing new ERP and CRM systems, which have transformed ways of working, Teladoc and PwC began a second phase of the project, identifying the new value creation opportunities for the company that the technology presents.

The two healthcare companies that Teladoc acquired in 2020 specialise respectively in long-term care management for conditions ranging from diabetes to obesity, and hospital and healthcare services. Both acquisitions were completed in the middle of the pandemic, adding to the difficulty of integrating their technology platforms in line with the parent group’s “One Teladoc” strategy, which aims to transform patient experience with new business models and streamlined global operations.

As Armando explains, the reason Teladoc selected PwC following a competitive tender was because of PwC’s industry and business knowledge, breadth of services, and the firm’s experience with implementing the Oracle Fusion Cloud ERP and Salesforce CRM platforms that Teladoc had chosen. 

By leveraging PwC’s Oracle and Salesforce alliances, Teladoc Health was able to advance rapidly on the projects in parallel. This accelerated the integration of the two companies’ legacy systems into the new unified ERP and CRM platforms. 

After the technology transformation concluded, Teladoc once again selected PwC as its managed services partner in a competitive tender for the post-implementation evolution services. 

He cites an example from the acquired chronic care company to illustrate the direct impact of this approach to managed services. Following the acquisition, the range of stock keeping units (SKUs) available to the company leapt from 50+ to around 300 in Teladoc Health’s consolidated inventory. By tapping into PwC’s Salesforce expertise, Armando’s team were able to ensure rapidly that the company had fully informed, up-to-date access to all available SKUs, enabling its sales teams to offer the best possible products and services to its customers. 

From Sanjeev’s perspective, PwC’s relationship with Teladoc demonstrates the importance the firm attaches to developing a “lifelong relationship” with clients to help them sustain positive outcomes over time.