CASE STUDY
How Damo helped Geisinger with a multi-year digital transformation program
Learn how Damo Consulting helped Geisinger with their digital transformation strategy and CRM journeys.
Digital Transformation Office at Geisinger
In the early stages of Geisinger’s digital transformation journey, Damo Consulting was selected as a strategic consulting partner and worked as an extension of Geisinger IS and Digital Transformation Office (DTO) organization to support various transformational initiatives.
How Damo helped:
The Damo team of senior consultants engaged with key stakeholders across multiple programs to advance the implementation of the digital roadmap for Geisinger.
Damo CEO Paddy Padmanabhan engaged with key stakeholders across foundational items and provided strategic perspectives to advance the implementation of the digital roadmap for Geisinger.
Damo leveraged in-house research and its extensive technology sector connections to accelerate partner selection for multiple digital transformation programs as part of the roadmap. These included:
Developing a vendor selection playbook : process maps, RFI/RFP templates, and more
Leveraging the platform for extensive research on potential vendors
Managing vendor selection processes and supporting vendor management and governement
We had the need for a seasoned consulting firm who could assist with the rollout and deployment of our digital strategy. Paddy and his firm served as our resource to help organize and facilitate this process. He and his team brought forth a unique blend of project management, leadership and demonstrated expertise in all things digital. Their contribution to our CRM strategy, in particular, has been significant.
John Kravitz
CIO, Geisinger Health System
CRM COE at Geisinger
As a part of the transformation effort, Geisinger has invested significantly in an enterprise CRM program with Salesforce as a primary platform. To support the CRM program and transformation effort, Geisinger engaged Damo Consulting to assist the various initiatives in flight, establish governance, and develop a multi-year CRM strategy and roadmap.
How Damo helped:
At the request of Geisinger leadership, Damo CEO Paddy Padmanabhan led an effort to develop a comprehensive 3-year CRM strategy and roadmap for Geisinger.
The Damo team conducted expert interviews with a broad group of senior leaders across the enterprise to assess the internal needs for CRM, eventually summarizing the findings in a set of recommendations.
Damo leveraged its unique database and market intelligence platform DamoIntelTM to enable Geisinger to gain visibility to the high-impact use cases for CRM in healthcare and build an understanding of the technology provider landscape.
The Damo team helped establish a CRM center of excellence (COE) in a very short time to support the needs of the health system and the health plan.
The Damo team managed the ongoing relationships with multiple vendors implementing CRM solutions for Geisinger.
Program communication
- Established processes to manage requests for CRM technical support
- Initiated and managed bi-weekly partner calls to facilitate collaboration
- Implemented Geisinger Salesforce environment and policies
- Provided guidance to leadership on critical issues
Worked closely with Geisinger leadership to implement foundational processes for privacy and security compliance and Identity and Access Management (IAM).
Operational oversight
- Provided CRM technical and operational leadership to ongoing projects
- Onboarded key technical resources
- Established an environment strategy and governance around technology operations pertaining to the CRM program
Digital Transformation Office at Geisinger
In the early stages of Geisinger’s digital transformation journey, Damo Consulting was selected as a strategic consulting partner and worked as an extension of Geisinger IS and Digital Transformation Office (DTO) organization to support various transformational initiatives.
How Damo helped:
Damo provided strategic insights and hands-on guidance in alignment with enterprise digital transformation needs. The insights included:
- deep market research
- tech trend reports
- vendor market analysis
Damo assisted with establishing processes for weekly DTO meeting preparation, steering committee meetings, and status updates.
Damo CEO, Paddy Padmanabhan, engaged with key stakeholders across foundational items and provided strategic perspectives to advance the implementation of the digital roadmap for Geisinger.
Damo leveraged technology sector connections to accelerate partner selection for multiple digital transformation programs, including:
- API management solution
- biometric patient identification
- wayfinding capabilities
- patient contact center transformation
- OneGeisinger portal consolidation strategy
With the help of Damo consultants, Geisinger accelerated the progress with DTO initiatives:
- through structured processes, standardized templates, and active enablement,
- including executive summary reports, processes for vendor evaluation and selection,
- developed RFI/RFP templates, and
- managed rigorous vendor selection processes across multiple programs.
CRM COE at Geisinger
As a part of the transformation effort, Geisinger has invested significantly in an enterprise CRM program with Salesforce as a primary platform. To support the CRM program and transformation effort, Geisinger engaged Damo Consulting to assist the various initiatives in flight, establish governance, and develop a multi-year CRM strategy and roadmap.
John kravitz
CIO, Geisinger Health System
How Damo helped:
Operationalized CRM COE in a very short time.
- The Damo team helped establish a CRM center of Excellence (COE) in a very short time to support the needs of the health system and the health plan.
- The team, under the leadership of Damo CEO, Paddy Padmanabhan:
- provided CRM technical and operational leadership to ongoing projects
- onboarded key technical resources
- established an environment strategy and governance around technology operations pertaining to the CRM program.
- The Damo team worked closely with Geisinger leadership to implement foundational processes for privacy and security compliance for CRM applications and led efforts to implement DevOps process and a Geisinger-owned and operated identity and access management (IAM) solution.
Established vendor governance and streamlined communication processes.
- The Damo team managed the ongoing relationships with multiple vendors implementing CRM solutions for Geisinger.
- Damo team:
- established processes to manage requests for CRM technical support
- initiated and managed bi-weekly partner calls to facilitate collaboration
- implemented Geisinger Salesforce environment and policies
- provided guidance to leadership on critical issues.
- provided guidance to leadership on critical issues.
- The Damo team also enabled more streamlined communications by:
- publishing weekly CRM status updates
- facilitating CRM COE status calls
- leadership updates
- The team remained actively involved in project status meetings to provide expert inputs on the ongoing projects.
CRM strategy and roadmap
- At the request of Geisinger leadership, Damo CEO, Paddy Padmanabhan, led an effort to develop a comprehensive 3-year CRM strategy and roadmap for Geisinger.
- The team conducted expert interviews with a broad group of senior leaders across the enterprise to assess the internal needs for CRM, eventually summarizing the findings in a set of recommendations.
- Damo leveraged its unique database and market intelligence platform DamoIntelTM to enable Geisinger to gain visibility to the high-impact use cases for CRM in healthcare and build an understanding of the technology provider landscape.
