Healthcare Billing Company

About the Client

This organization provides revenue cycle management services for companies in the healthcare industry. By offering documentation and training, this global organization helps healthcare companies manage their collections and billing activities and performs back-office work for clients using the NextGen Office software platform.

Pain Points

With 300 remote employees, the company was already using a Desktop as a Service (DaaS) solution. However, before RapidScale, their DaaS environment would go down for half a day almost every week. Outages caused major latency issues between employees in the U.S., India and the Philippines. Therefore, the company sought a more reliable managed cloud services provider that could manage its DaaS environment more effectively. The organization also received slow response times and unreliable support from their previous partner. In addition to a core DaaS solution, the company needed better collaboration tools and a data center closer to their international employees.

Solution

After multiple meetings and weeks of testing, the company signed off on a comprehensive solution that included RapidScale’s CloudDesktop (DaaS solution), CloudServer (IaaS solution), and Microsoft 365. With CloudDesktop, remote employees were able to operate their virtual desktops much faster, helping to streamline their business applications. Enhancing employee collaboration and productivity, RapidScale’s Microsoft 365 provided better tools for email, file sharing, instant messaging, and more. Finally, RapidScale’s CloudServer delivered improved infrastructure capabilities, security, and on-demand storage capacity to the company.

On top of these cloud services, RapidScale provided full management services to monitor and manage each cloud environment. The company was able to offload end-user support to RapidScale so that they could instead focus on their core business. Switching cloud providers did not add any additional expenses and the organization experienced improved technology, better management, and higher quality support.

The organization now has access to RapidScale’s unique customer portal to manage billing, case history, and support tickets. Through an interactive dashboard, the customer portal provides a high-level overview of all the cloud services in their environment.

Why They Chose RapidScale

One of the key differentiators was RapidScale’s hands-on involvement in setting up a demo DaaS environment for the employees to test. Upon testing the solution, users found that response times were 25-35% faster than with their previous provider. The results from testing RapidScale’s CloudDesktop showed a massive improvement from what the company had before.

The company was extremely impressed with the amount of time and energy spent on the implementation process, which was another key differentiator in this deal. RapidScale’s head architect of cloud delivery spent long nights configuring the demo environment, ensuring the organization wouldn’t encounter any testing issues. The executive team also worked closely with the company in the deployment process to ensure that the organization wouldn’t experience any downtime.

Lastly, a major differentiator was RapidScale’s global data center presence. While the company’s previous managed cloud services provider only offered data centers in the U.S, RapidScale was able to provide a data center in the U.S. and in Hong Kong to support the company’s employees in the states and in Asia. RapidScale’s data center in Hong Kong reduced latency for the employees working out of India and the Philippines, enhancing the IT experience of the company’s remote workforce.