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Modernization of Healthcare CRM System with Enhanced Security and User Experience

apriorit.com

Medical

Transportation

Information technology

Legacy CRM System Limitations

Existing CRM system suffered from critical security vulnerabilities requiring HIPAA compliance, outdated user interface hindering CSR efficiency, technical debt from legacy code, lack of modern features, and integration challenges with third-party systems. Previous outsourcing team lacked expertise in cybersecurity and cloud solutions.

About the Client

Provider of specialized transportation services for medical patients, requiring secure communication between patients, drivers, and customer service representatives

Core Modernization Goals

Achieve full compliance with US healthcare data protection regulations
Enhance user experience for customer service representatives
Modernize technical architecture through legacy code refactoring
Implement new functional modules for operational efficiency
Establish seamless integration with enterprise CRM solutions

System Modernization Requirements

Role-based access control system with HIPAA compliance
Responsive UI/UX redesign using Metronic framework
Real-time call handling and request approval workflows
Configurable database tables for dynamic data management
Cloud-native serverless architecture integration
Multi-channel user notification system
Billing module enhancements
Mobile application feature extensions
Database reporting system with webpage constructor

Technology Stack Requirements

Metronic UI framework

Cloud-native/serverless architecture

Modern web development frameworks

Database optimization tools

System Integration Needs

Third-party enterprise CRM platforms
Existing legacy systems
Mobile application ecosystems

Operational Requirements

HIPAA-compliant data encryption
High-availability cloud infrastructure
Scalable architecture for growing user base
Performance-optimized codebase
Maintainable and extensible system architecture

Expected Business Outcomes

Projected improvements include 30-40% increase in CSR operational efficiency through enhanced UI/UX, full regulatory compliance with healthcare data standards, 50% reduction in technical debt through code refactoring, seamless integration with enterprise systems, and 25% faster response times for customer service operations. The modernized platform will support business scalability while maintaining strict data security requirements.