Situational Challenge:

As a leading provider of clinical diagnostics testing, Quest Diagnostics needed to strategically build a state-of-the-art eCommerce platform and portfolio to support the testing services. Physicians and Hospitals were networked by legacy infrastructure and often malfunctioning equipment. Sales had to spend an inordinate amount of time trying to pacify customers upset with the technology functionality and performance.

Strategy and Action:

What

• Worked with Physicians, Physician groups, Hospitals, Sales, Operations, and others to identify their pain-points and requirements.
• Collaborated with IT and Project Management to establish funding levels, deliverable, and timelines.
• Drove multiple six sigma projects for various systems and operational improvements.

Where

• Engaged Physician, Physician groups, Hospitals and others for system development, implementation, and follow-up.
• Presented at national Sales conferences, platform and portfolio features and benefits.   
• Coordinated nationally for all deployments.

How

• Led the development and implementation of the $20M+ eCommerce platform.
• Rebranded platform consistent with company values.
• Built a Technical Sales Specialist organization to support Sales in promoting the services.  
• Integrated platform to an e-prescription acquisition and to a $450M acquisition.

Results:

• Service accounted for $1B (20%) of all diagnostic testing revenues with increased monthly order volume 55%.
• Attained a $65M synergistic cost reduction following the acquisition.
• Grew regional hospital business $7M yearly by co-marketing technology services; saved $1.5M at-risk business.
• Reduced specimen processing cost by 70% by automation and standardized requirements prioritization process.