Healthcare Company Raises Agents’ Active Work Time by 5.9%

Challenge

The healthcare company faced a critical challenge in its limited ability to track and manage employee productivity. Its existing desktop analytics tool lacked the ability to monitor employees who were not logged into the company’s VPN. With many employees working remotely or in hybrid settings, this posed a major hurdle, as the company struggled to gain full visibility into how employee time was being used.

This gap in monitoring left the organization unable to accurately identify idle time or areas of inefficiency, which hampered the ability to drive improvements in workforce management. Without this insight, company leaders were flying blind when it came to optimizing processes, setting goals for employees, and understanding where improvements could be made. As the company sought to become more efficient in its operations, the need for a solution that could provide real-time, comprehensive data became increasingly urgent.

Additionally, the lack of detailed time utilization data made it difficult for leadership to make informed decisions on process improvements. This lack of visibility also created challenges in improving workforce engagement and reducing non-productive hours, contributing to inefficiencies that were impacting the bottom line.

Results with Back Office Automation

To overcome these challenges, the healthcare company partnered with Intradiem to pilot their Back Office Automation solution. The technology monitors employee activity in real-time and also aggregates data from multiple back-office systems, providing a clear picture of both productive and non-productive time. Intradiem’s solution went beyond simple monitoring by sending alerts to both supervisors and employees when productivity dipped, empowering the team to identify and address inefficiencies immediately.

Results after 90 days of piloting Intradiem’s Back Office Automation:

• Supervisors received 8,816 alerts about idle or non-productive time during the pilot
• Employees were sent 5,863 alerts prompting them to return to productive work
• A 5.9% increase in active work time and 4.7% reduction in idle time was seen
• An additional 1,649 productive work hours was gained
• On-VPN and off-VPN activity was tracked, offering a clearer and more comprehensive view of employee performance

The combination of real-time data and proactive alerts also helped reduce non-productive hours by 1.2%, a significant improvement in the back-office environment where idle time often goes unnoticed. These benefits translated into improved employee performance and led to a more engaged workforce, as employees could receive immediate feedback and adjust their workflows accordingly.

Approach

Intradiem’s Back Office solution was implemented to monitor both productive and non-productive applications across the healthcare company’s back office teams. The system tracked idle times, away times, and overall productivity, automatically sending notifications to supervisors when action was needed. This approach replaced the manual processes supervisors previously relied on, reducing the time spent on tracking and managing employee performance. The system’s seamless integration with the company’s infrastructure allowed for continuous, real-time monitoring, even when employees were not logged into the VPN.

In addition to monitoring and alerting, the solution provided the healthcare company’s leadership with deep insights into time utilization patterns. By collecting and analyzing this data, managers were able to uncover inefficiencies that would have otherwise gone unnoticed. For example, they identified specific tasks or times of day when idle time spiked and adjusted workflows accordingly. Over the course of the pilot, this led to a more data-driven approach to workforce management, with company leaders using these insights to guide strategic decisions.

Furthermore, the ability to track off-VPN activity proved invaluable, giving the company a holistic view of its employees’ work habits. This new visibility allowed supervisors to make adjustments in real-time, ensuring that productivity stayed on track throughout the workday. The company is now considering full deployment across its back-office operations, recognizing that these automation capabilities have the potential to revolutionize its approach to workforce management.

Conclusion

The healthcare company’s successful 90-day pilot program with Intradiem’s Back Office solution has yielded impressive results, including a 5.9% increase in active work time, 1,649 additional productive hours, and a 1.2% reduction in non-productive time. The pilot demonstrated how automation plays a pivotal role in driving operational efficiency and employee engagement, especially in a large-scale back office environment.

Looking forward, the company is preparing to expand the deployment of Intradiem’s solution to its broader back office teams. With the system’s ability to provide real-time insights and automate productivity management, the company expects to see even greater improvements in efficiency, cost savings, and employee satisfaction. This pilot has laid the foundation for a long-term strategy that will continue to optimize back office operations, ensuring the healthcare company remains at the forefront of operational excellence.