CLIENT
INDUSTRY
Healthcare
FEATURING
Oracle
Salesforce
Mulesoft
1
global ERP instance and sales CRM platform that unites front- and back-office operations
95%+
reduction in invoice processing time with Oracle, from 5 to 6 hours to 15 minutes
35%
of annual run rate saved by simplifying the associated systems and integration architecture
Standardized global models and processes that break down silos and add visibility for a one-team mentality
SITUATION
Rapid growth creates challenge and opportunity
For more than 20 years, Teladoc Health has been an innovator and market leader in the virtual healthcare space. The company launched in 2002 and has grown significantly since, offering a comprehensive suite of care services across primary care, acute care, chronic conditions, mental health and specialty care. Its whole-person care model rests on a foundation of interconnected products and capabilities that include on-demand patient care, flexible remote visits and a global provider network. The company serves more than 90 million people and is active in 130 countries. Its 5,000+ employees have facilitated more than 70 million virtual visits and 500 million total health interactions so far.
Demand for Teladoc Health’s offerings increased in the wake of the pandemic, which led many patients and providers to embrace virtual visits. In the post-pandemic era, patients have come to expect elevated and personalized healthcare experiences, from on-demand professional consultation to in-person care to flexible virtual connectivity from any device. Virtual care is now a norm, integrated into almost every stage of the modern patient care journey. With increasing demand for its services, Teladoc Health remains committed to its mission of empowering people to live their healthiest lives as it looks to the future of its business.
A vision to streamline, consolidate and transform
After several years of expansion, Teladoc Health was at a crossroads. Between rapid organic growth and two major acquisitions, the company found itself managing multiple legacy systems across different territories and business units. Global front- and back-office operations had become disconnected and difficult to reconcile. There were silos and instances of redundancies throughout the organization: Three legacy ERP platforms in use at the same time, multiple CRMs and different systems for front- and back-end operations. Data related to patients, processes and equipment was difficult to streamline and cross-reference, which in turn made it difficult to provide integrated whole-person care.
But Teladoc Health had a vision, a “One Teladoc” systems strategy that could improve the way it did business, elevate the patient experience and improve the bottom line at the same time. This vision came to life through Project Fusion, an enterprise-wide initiative to standardize the business structure into a single digital platform across the entire global network. Key goals were to eliminate redundancy, cut inefficiency, support new subscription-based business models, promote cross-selling and unify front- to back-end activity. All this would allow for continued global growth as the company eyed ambitious future revenue targets. But only an end-to-end platform would make the vision a reality.
SOLUTION
Establishing one global system that connects the business from front to back
Teladoc Health knew Project Fusion would require enterprise-level planning, industry knowledge and complex technological implementations. It chose PwC to help advise and manage the transformation; together, the two companies assembled various practice teams and technology platforms to plan and execute the engagement. PwC’s Oracle and Salesforce practices and software solutions played major roles, bolstered by PwC’s Risk and Regulatory, Assurance, and Change Management teams for a holistic, end-to-end solution.
At the start of the engagement, Teladoc Health and PwC held a series of workshops to diagnose pain points that arose from the disjointed systems — as well as identify the revenue opportunities that would come from solving those pain points. It soon became clear that reconciling and combining the disparate ERP and CRM systems would make the biggest impact. Drawing on experience, PwC presented a change management playbook that could help Teladoc Health organize and govern the complex global process. Teladoc Health was also able to leverage PwC’s Oracle and Salesforce alliances to help design the new ERP and CRM platforms, respectively. As a result, the team could move swiftly and work on key projects in parallel.
Launching a unified ERP platform with Oracle
Teladoc Health had multiple ERPs as a result of recent acquisitions. The company wanted to improve its application ecosystem to reduce the total number of applications as well as cut down on the maintenance and licensing costs associated with all the different programs. By working with PwC, Teladoc Health consolidated a disjointed multi-ERP platform into a single global instance of Oracle Fusion Cloud ERP, EPM and SCM. The new Oracle Cloud platform transformed and standardized business processes across the procure-to-pay (PTP), record-to-report (RTR), acquire-to-retire (ATR), order-to-cash (OTC) and plan-to-deliver (PTD) tracks.
PwC and Teladoc Health teams collaborated to modernize business operations across financials, procurement, order management, planning and budgeting, consolidations, and supply chain and manufacturing capabilities resulting in an integrated and connected global front-to-back-office functions in North America, Europe and Asia. Streamlining operations across finance, supply chain and sales increased transparency and efficiency across the entire business. The new solution also enhanced reporting capabilities by bringing manual processes to cloud, enabling automation and implementing AI tools like Intelligent Document Recognition (IDR).
Throughout the engagement, PwC leveraged its healthcare and life sciences experience, global business transformation knowledge and a number of leading practices developed over numerous implementations within the industry — all of which helped drive valuable business outcomes for Teladoc Health.
Oracle’s consulting services (OCS) team contributed throughout the implementation, reviewing designs and key decisions with an eye toward the overall success of the program. The close alignment between PwC and OCS was another major factor in the project’s success, as both teams were able to strategically align with the client team’s objectives and work as one.
Launching a unified sales CRM with Salesforce
In parallel to the Oracle-powered ERP consolidation work, PwC, aided Teladoc Health to consolidate three Salesforce CRMs to a single, global sales CRM, leveraging Sales Cloud, Revenue Cloud and CRM Analytics. Working with Salesforce, PwC helped consolidate Teladoc Health’s legacy CRM systems into a cloud platform, then used MuleSoft to easily connect the entire tech stack to the new Oracle Cloud ERP platform via the Oracle Integration Cloud middleware application. The new integrated platform helped eliminate redundant programs and reduced costs while accelerating speed to market, improving visibility,and increasing cross-selling capabilities.
The new sales CRM gave Teladoc Health a clearer view of their customer, what Teladoc Health product subscriptions, services and assets that customer was entitled to and the sales teams that interacted with that customer globally. PwC helped Teladoc Health redesign its account hierarchy and implemented search-before-create processes leveraging Dun & Bradstreet-backed technology seamlessly adopted from the Salesforce AppExchange. With cleansed and structured data, better visibility, and simplified access to AI-enabled tools and seamless data sharing across the company, collaboration between regions and teams became much simpler. All this ultimately enabled a seamless operational experience for both employees and managers.
A foundational structure built to scale
With its new tech stack, Teladoc Health was able to roll out other new capabilities in a short timeframe, including a global procure-to-pay solution to address inefficiencies in invoice processing and a record to report program that provides a single global chart of accounts. It also launched a new deferred cost-of –goods-sold process, plan-to-deliver forecasting at the SKU level for the entire supply chain, and a customized order to cash billing solution that works across territories.
Finally, to help keep the new solutions well integrated and performing, Teladoc Health and PwC created a new middleware team (with capabilities in Oracle Integration Cloud and MuleSoft) for the enterprise. This group was solely dedicated to testing and running solutions across the integrated organization and making sure that key changes could be implemented correctly everywhere, at every level, with the right support.
High-level buy-in at Teladoc Health yields the best possible result
Project Fusion’s multi-pillar, cross-functional approach required significant upfront buy-in as well as ongoing commitment from high-level decision-makers. Fortunately, the Teladoc Health executives (notably the CFO, CAO, COO, CIO and SVP of business transformation) understood that change management of this scale and complexity was worth additional investment. It was a high-stakes, high-reward plan to transform the way the business operated. Having a shared vision was critical for success.
RESULTS
Unified system, unified company
Teladoc Health’s streamlining initiative was a key building block in transforming its business and earned Teladoc Health the Oracle Excellence Award for best cross-departmental program. The end-to-end ERP and CRM integration combined multiple disparate platforms from acquisitions into one system that could power Teladoc Health’s global business and help it continue to grow. Before the implementation, Teladoc Health needed more data-sharing capabilities to automate many internal processes. Post-consolidation, however, opportunities for automation abound. Teladoc Health is now able to automate quotes, ordering, reporting and more, unlocking efficiencies across the entire value chain.
By working with Oracle, Teladoc Health was able to consolidate disparate ERP systems, plus multiple offline or manual processes, into one streamlined instance. This improved processes for financial close and consolidation, planning and budgeting, customer experience optimization, invoicing and revenue recognition. The engagement enhanced and automated order management and procurement, increased reporting accuracy and standardized master and transactional data to establish a single source of truth. It also streamlined statutory requirements and compliance, improved visibility and helped scale annual revenue in multiple areas. The Oracle-powered IDR platform, for example, is now Teladoc Health’s primary source of data entry globally. It has enabled higher recognition of invoices, improved accounts payable (AP) efficiency and helped make the AP period close process shorter and more predictable. In fact, the new ERP reduced average receivable (AR) invoice processing times from several hours to just minutes.
Meanwhile, collaborating with Salesforce resulted in a 50 to 60% reduction in the number of systems used at Teladoc Health, consolidating four disparate sources for forecasting and analytics into one enterprise-wide source of truth. The CRM reduced duplication, eliminated silos and brought customer data from each line of business into one system. This has already helped Teladoc Health approach customers with more thoughtful, comprehensive solutions that result in more effective cross-selling.
The initiative also established new global standards for the business, helped the organization collaborate more closely and set up new processes and groups to help the changes run smoothly. Looking ahead, Teladoc Health is building its data governance competency and preparing for future growth within a unified, fully integrated organization dedicated to whole-person care.
“By consolidating into one Oracle ERP platform and integrating that with a standardized Salesforce CRM via MuleSoft, we transformed our enterprise strategy and operating model globally. The connected system landscape helps us better meet our customers where they are, then cross-sell more products and services.”
“Operations that used to require multiple third-party applications and hours of time now take minutes. The new technological abilities created a basis for expansion with a whole new level of possibilities.”
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