Medux Improves and Accelerates Client Care With Google Cloud

Medux, a healthcare company based in the Netherlands, decided to base its IT operation on Google Cloud. CTS helped them unlock the full potential of Google cloud technology, including Managed Services.

The Company

Medux  is an established name in healthcare in the Netherlands. For years they have been improving the quality of life of many Dutch people, from young to old. They do this by supplying a range of high-quality medical devices and services to healthcare institutions and end users. From support stockings to breast pump and advanced adapted wheelchairs. Everything is possible. The range is enormous and almost every situation requires customization. The distribution is also tailor-made, every municipality and every healthcare institution has its own contract and numerous insurers are involved. And it concerns sensitive personal data, which you want to protect properly. All this entails a mountain of administration. The smoother that runs, the more and the better people can be helped.

The Challenge

Medux wanted to streamline its work processes. The old on-premise structures had to make way for web-based and flexible technology, with security further improved where possible. That is why Medux decided in 2017 to base its IT operation on Google Cloud. This was not only intended to prepare the organization for the future, but also to enable new services to improve customer care. CTS has since been assisting them in unlocking the full potential of Google cloud technology.

The Collaboration

Collaborating online

Medux started with Google Workspace in the cloud. CTS guided them with the technical implementation, migration and part of the adoption.

Silvia Woudberg, online product owner at Medux:  “Where our employees previously worked on-premise and logged in remotely with a slow Citrix connection, they could now suddenly work together on the same document online. In addition, many of our employees work on location where they advise a client with a tablet in hand. They could suddenly quickly retrieve the relevant information on that tablet, discuss it with their client on site and thus recommend the best aids. A world of difference.”

Hosting crucial website Medipoint

A project for Medipoint, an operating company that delivers directly to clients, soon followed. The website is crucial for this, but it no longer performed well. The front-end and accessibility in particular were in need of renewal, for which a team of eight different parties worked together. CTS was allowed to provide the hosting. That was precarious, it involved sensitive personal data and the intended user volumes were also high: 15,000 sessions per hour were not unusual.

Woudberg:  “CTS went beyond its own assignment and advised how other disciplines such as front-end could contribute to a better end result. We have experienced them as a pleasant sparring partner who listens to wishes, asks questions, identifies consequences and then thinks about how this can be practically achieved. That provided insight and made our choices easier.”

Specific WMO portal on Google Cloud

Municipalities form a special group of Medipoint customers. Ashwinie Gopie, product owner API integration at Medux:  “All clients who are entitled to aids according to the Social Support Act come to this door. The numerous Wmo consultants from those municipalities advise their clients on the most suitable aid and order it from Medipoint. These Wmo consultants deserved their own portal to streamline their work processes. We asked CTS to develop that together with us.”

The design and all desired functionalities were devised together, after which CTS provided front-end development, usability and hosting. Gopie:  “During this process we were able to realize many wishes, for example a filter by user. When a consultant logs in, only the healthcare resources contracted by that municipality are shown. In addition, all current applications are presented in an overview. This way, the consultant can immediately see the status of each application and which steps still need to be completed, something that was previously unknown. In addition, he receives a notification when action is required from him, for example when a quotation needs to be assessed. In this way we help the Wmo consultant to do his work easier and faster and he can better inform his client.”

Success with Managed Services

As part of this collaboration, CTS Medux continuously provides Managed Services to ensure that their website and Wmo portal continue to work smoothly. These services include proactive monitoring and alerting, as well as incident resolution support. This gives Medux confidence that if an issue arises outside of office hours, CTS experts will be able to resolve it and keep their portal running.

Gopie:  “The people involved at CTS tackle issues energetically and in a customer-oriented manner, the lines of communication are short. This also applies to the inevitable ‘unhappy flows’, to which CTS not only provides technical follow-up, but also proactively engages in discussions with our business. Our employees felt heard and received excellent help. It is a real added value that CTS understands our business so well.”

The Result

All in all, Medux succeeds well in streamlining the services provided to clients in need of assistance using IT. Services are provided easier and faster, both through our own people and through municipalities’ Wmo consultants. A direct result of making work processes more transparent.

Silvia Woudberg concludes: “The next step is not only to communicate the work process transparently, but also to automate parts of it. Then we can work even more efficiently. We are already working on that, again together with CTS. Because they understand our interests well and are able to think proactively. In recent years they have proven to be a solid value. CTS is a partner of added value, with whom we enjoy working very well.”

Google Cloud Components used: GKE, Cloud SQL, Maps API Cloud Build, Artifact registry, App engine, Firebase