Customer Overview
Our client is a multi-location healthcare services network in Germany, offering a comprehensive range of medical and orthopedic services, including customized medical supplies, rehabilitation technology, and home care solutions. With multiple branches across Europe and in-house production lines, the healthcare firm serves thousands of patients through specialized care, precision manufacturing, and patient-focused service delivery.
Situation
Despite its strong physical presence and decades of market presence, the firm’s new leadership now envisioned to unify and modernize its digital infrastructure. Key operations, ranging from patient service requests to production tracking, relied on manual workflows that were spread across spreadsheets, paper files, and disconnected tools.
This fragmentation slowed communication, delayed production turnaround, and limited visibility between patients, stores, and internal teams.
Our client needed a centralized digital system to manage its complete service ecosystem by connecting patients, employees, stores, and production units through one secure, data-driven platform.
Business Problem
To deliver personalized healthcare at scale, the firm required a system that could:
- Manage patient service requests and prescriptions digitally
- Streamline in-store service workflows and production tracking
- Connect employees, stores, and administrators through a single operational cockpit
- Replace manual processes with automated, auditable digital flows
The challenge was to build a custom, enterprise-grade platform that integrates diverse business functions without disrupting daily care operations.
Challenges
Modernizing the client organization‘s multi-branch healthcare operations required balancing digitization with uninterrupted patient care. The existing processes spanned clinics, workshops, and administrative teams, so transforming them into a unified digital ecosystem demanded careful coordination. Below is an overview of the core obstacles Coaldev resolved while building a scalable and compliant foundation for the medical services provider’s future growth.
- Manual handoffs across clinics, production, and service teams caused data silos and communication delays.
- Manual request handling increased the risk of errors and inconsistent patient experiences.
- Limited operational visibility made it challenging to track service requests and production timelines in real-time.
- Compliance and data privacy concerns necessitated the secure handling of sensitive healthcare and patient data in accordance with GDPR standards.
- Scaling limitations: The existing tools couldn’t support future growth, automation, or AI-driven analytics.
The client organization sought a technology partner capable of re-engineering its workflows, connecting its workforce, and building a digital ecosystem that could evolve with its business.
Solution: HealthTech Digital Ecosystem
Coaldev engineered a custom, end-to-end digital system for the organization’s branch network that brings together customer services, employee workflows, and production operations into one unified platform.
The ecosystem includes three major components:
1. Public Web Portal
A dynamic, SEO-optimized website that allows visitors to browse medical products, explore store locations, and submit requests such as prescription uploads or service bookings. It also includes job listings and application forms with cookie consent tracking for GDPR compliance.
2. Customer Portal
A secure, login-based area where verified customers can manage profiles, track service requests, and monitor ongoing cases with real-time progress visibility.
3. Employee Cockpit (Intranet System)
The operational core of the solution is built to manage internal workflows and production.
It includes:
- In-store Module: Handles in-store ticketing, service tracking, and room management with auto-notifications and timers to ensure timely service delivery.
- Production OT Module: Digitizes the complete production lifecycle, tracking every task and timestamp with automated To-Do generation and report exports.
- Room and Reminder Systems: Automatically allocate and release rooms based on service progress and timing.
- Kundeninfo Mail: Enables staff to send pre-templated or editable emails directly from the multi-site healthcare operator‘s domain within the intranet, ensuring secure and traceable communication.
Settings and Permissions: Advanced role-based controls for employees, teams, and notifications.
Business Outcomes
60% faster service resolution through streamlined ticketing a 4th automation.
Improved staff coordination between branches, workshops, and admin teams.
Enhanced patient transparency with live updates on requests and cases.
Reduced operational bottlenecks, wait times and administrative overhead.
What Makes It Different
- Unified system combining patient services, employee workflows, and production operations
- AI integration through an automated contract management tool using Retrieval-Augmented Generation (RAG)
- Smart automation for task prioritization, room management, and service queues
- Real-time transparency across departments for better communication and visibility
- Scalable architecture ready for future expansion and integration
“Working with Coaldev felt like having an in-house engineering partner. They listened, iterated, and built with precision, turning our operational pain points into an intuitive, data-driven solution that truly improves both our team’s efficiency and the customer experience.”
Looking Ahead
The client organization’s digital transformation lays the foundation for intelligent healthcare operations across Europe. With the modular architecture built by Coaldev, the system can scale effortlessly, integrating predictive analytics, AI-driven diagnostics, and expanded automation without disrupting core workflows.
