Case Study: Cleveland Clinic Laboratories achieves faster issue resolution and streamlined client services with hc1

Cleveland Clinic Laboratories - Customer Case Study

Cleveland Clinic Laboratories partnered with hc1 in 2014 to replace fragmented IT solutions across sales, marketing, client services, and lab departments with a single healthcare-specific CRM. The lab faced non-standardized communication with physicians and stakeholders, slow access to historical relationship data, time-consuming manual reporting, and inefficient cross-department workflows that hindered decision-making and growth.

A phased rollout of the hc1 Healthcare Relationship Cloud activated 128 users across Laboratory Client Services, the Problem Resolution Area, and Central Processing, bringing call logging, case management, work queues, customizable reports, and lean workflows into daily use. The platform produced faster issue resolution, greater transparency and coordination between teams, real-time trends and reports for better decisions, and streamlined processes (notably faster test add-ons), while setting the stage for integrations with the lab information and billing systems to further improve client engagement and retention.

Cleveland Clinic Laboratories

Donna D. Cooper

Manager of Laboratory