Early intervention provider improves data visibility by 97% with process automation

CASE STUDY

Early intervention provider improves data visibility by 97% with process automation

Miles IT helped Sunny Days implement an improved process and scalable solution through Power Automate to increase productivity and eliminate repetitive manual tasks.

MEET THE CLIENT

Developmental intervention and therapy services

Sunny Days is an early intervention provider serving children with developmental needs from birth to three years old. Sunny Days provides a full range of services, including physical therapy, occupational therapy, speech therapy, psychological services, and Special Instruction services.

THE CHALLENGE

Improve process efficiency by automating manual tasks

Sunny Days aimed to improve the efficiency and productivity of its revenue recognition processes by automating manual tasks.

The goal was to identify repetitive tasks suitable for automation and implement Power Automate as an RPA solution.

The initial phase would focus on specific processes, and success in these areas would lead to expanding automation to other parts of the organization.

OUR PROCESS

Identifying and configuring processes for automation

Miles IT utilized a systematic approach to identify and automate the top-priority processes.

Assess Processes & Systems

The initial phase involved analyzing the existing business processes and systems to understand the volume, frequency, and pain points of each process.

Identify Processes for Automation

Based on this analysis, the most suitable processes for automation were selected, considering their impact and complexity.

Develop, Test & Deploy the Solution

Our team then defined and developed the triggers, actions, and conditions in Power Automate necessary to implement the workflow. The solution was then tested and successfully deployed.

SOLUTION HIGHLIGHTS

Revenue recognition processes that were automated

Sunny Days had two main revenue recognition processes that required automation: Delaware State – Revenue recognition for Central Reach and Revenue recognition for ProviderSoft.

Both processes involved manual steps, data gathering, calculations, and journal entry imports into NetSuite.

Delaware State – Revenue recognition for Central Reach

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In the current manual process, Sunny Days finance department employees had to log into Central Reach, navigate through multiple steps, set filters, and manually collect revenue data for specific service codes related to Speech, Occupational, and Physical Therapy. After collecting the data, additional calculations for contractual allowances were performed and multiple journal entries in NetSuite were created.
Revenue recognition for ProviderSoft

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The original process involved manually logging into ProviderSoft, exporting data to Excel, importing it into Sunny Days Finance Access Program, addressing penny rounding discrepancies, and finally importing the data as a journal entry into NetSuite

KEY RESULTS

The power of process automation

Beyond saving time for their team, Sunny Days also increased data availability and enabled informed decision-making.

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core automated business processes

15+

total manual steps eliminated

97%

increase in data visibility

ADDITIONAL BENEFITS

Increased efficiency, productivity & scalability

The implementation of Power Automate brought several benefits and positive outcomes to Sunny Days.

Improved Efficiency

Power Automate reduced the time and effort required for data gathering, calculations, and journal entry imports. Automated processes enabled faster turnaround times and eliminated repetitive manual tasks.

Time Savings

By automating repetitive tasks, Sunny Days achieved time savings for its finance department employees. They could redirect their efforts toward higher-value activities, such as financial analysis and decision-making.

Scalability

The successful implementation of Power Automate for revenue recognition processes demonstrated the scalability of the solution. Sunny Days could expand automation to other areas within the organization, further improving operational efficiency.

Improved Timeliness and Throughput

The automation allows for the revenue recognition processes to be performed on a daily basis, instead of monthly or quarterly, which allows Sunny Days to handle a higher volume of data efficiently. Automation led to a significant reduction in the time taken to complete these processes.

Enhanced Financial Forecasting

The transition from performing manual revenue recognition processes on a monthly or quarterly basis to daily automated processes allowed Sunny Days to access more up-to-date and accurate financial data. This, in turn, improved its ability to forecast revenue, manage budgets, and make data-driven decisions.

Process Standardization

The implementation of Power Automate brought consistency and standardization to Sunny Days’ revenue recognition processes. Automation ensured that each step was performed in a uniform manner, reducing variations and increasing process efficiency.

MOVING FORWARD

Opportunities for future innovation

The implementation of Power Automate at Sunny Days proved to be a successful endeavor, resulting in improved efficiency, reduced errors, time savings, and scalability. By automating repetitive and manual tasks, Sunny Days optimized its business processes and enhanced overall productivity. The success of Power Automate implementation opens up opportunities for further automation in various areas of the organization, driving future growth and success.

Automate your way to better performance and efficiency

Telecommunications logistics company advances its custom application

CASE STUDY

Telecommunications logistics company advances its custom application

Miles IT helped Tellworks upgrade its custom asset & inventory management system to support its expansion to a national distributor and improve overall operational efficiency and customer support.

Warehouse location with shelving and storage in the background

MEET THE CLIENT

Logistics and warehousing solutions for telecommunications

Tellworks is a leading inventory management company specializing in providing infrastructure and systems for businesses across the telecommunications industry.

THE CHALLENGE

Upgrading custom inventory management system to meet growing demands

As part of its expansion to a national distribution center, Tellworks faced significant challenges with its existing asset & inventory management system (AIMS).

Legacy Custom Software

It sought to build various improvements and advancements for its custom application to align its functionality with its evolving needs.

Surge in Request Volume

However, its previous development partner struggled to keep up with the volume of requests and failed to align workflows with Tellworks’ business processes.

Inconsistencies and Gaps

These obstacles resulted in inconsistencies in inventory counts and gaps in critical workflows, demanding an innovative solution to ensure success.

OUR APPROACH

Vision to Reality

To address Tellworks’ complex challenges, the company partnered with Miles IT, a renowned software solutions provider with a proven track record in supporting and enhancing custom software systems. Using our Vision to Reality process, our experts performed a deep analysis in order to understand the architecture to a level that we can support and enhance the system.

Business Analysis

Miles took a comprehensive look at Tellworks’ system in order to understand how the application functions and how Tellworks uses it to run its business.

Detailed Technical Audit

To get a better understanding of the application at the technical level, we worked with the Tellworks team to obtain knowledge of its source code, database, and environment needs.

Security Assessment

We worked with Tellworks to gain an understanding of its support needs. We also took a collaborative approach to understand the future needs of Tellworks, so that we could create a roadmap to prioritize their needs.

Recommendations

Through our comprehensive audits, we were able to provide Tellworks recommendations that would improve its security posture, enhance application efficiency, and provide a valuable impact on their business.

SOLUTION HIGHLIGHTS

Ongoing support and projects for advancement

At the conclusion of this process, Miles IT was prepared to partner with Tellworks through an ongoing Support and Evolve Plan. Since that time, our teams have worked together to design, develop, and implement numerous advancements to its system.

Stabilization and Optimization of Inventory

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A primary concern for Tellworks was inventory variances between their counts and those of their largest client, T-Mobile. The inventory variances between Tellworks’ counts and T-Mobile’s counts were very different. Our team’s first recommendation was to focus on cleaning up key workflows so that Tellworks could gain better insights on their inventory across customers, in order to stabilize the inventory counts. Due to the complexity of their processes, our team needed to understand what was attributing to the inventory variances, why the variances were happening and build new workflows to address the variances between locations. Miles IT also continued to build new processes to help Tellworks and T-Mobile understand where parts of their inventory are located within the NDC.
Systems Integration

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T-Mobile works with various other providers to build the inventory required to assemble the “tower kits”. To provider better and more responsive services, Tellworks worked with Miles IT to build integrations to third party companies in order to streamline their critical processes.
Purchase Order Management

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An integration was created with SAP’s ARIBA system to share purchase order details with Tellworks, so that orders and inventory could be properly reconciled accurately, as they are received in the warehouse. In order to be efficient, this integration would let Tellworks know when they could expect to receive the inventory using Advanced Shipment Notifications (ASN).
Asset Management

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An integration was created to a customer asset tracking system (CATS). The function of this application was to track each asset’s exact location from within the warehouse. Tellworks and Miles IT built this integration so that Tellworks could understand where it was located, whether it’s on a truck, sitting on the dock or forklift, or accounted for in order to reconcile it to a count.

Other Integrations

Miles IT and Tellworks have continued to collaborate on a number of other integrations to automate and streamline their process. Integrations have been built in order to manage bill of materials records against inventory. Custom APIs have been developed to keep new and legacy applications in sync with other third party systems.

PickWave API

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An integration was created to streamline the processing of picking Bill of Materials (BOMs). This integration automatically sends a list of BOMs to the Tellworks system so that they are added to a Pick Schedule for order fulfillment. It allows pick schedules to be created on-demand, in real-time, as the truck loads are being prepared for pick-up. The planner can now create smaller and more specific pick plans for each truckload, optimizing the picking process and making it more efficient. This improvement in planning ensures that the right items are picked and loaded onto each truck, saving time and resources.
TMO Digital Layer Integration

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TMO Digital Layer is responsible for capturing information related to receipts, fulfillment, and associated assets. Once this data is collected, it will be transferred from the TMO Digital Layer to specific systems within the TMO, namely SAP and CATS. The integration aims to replace the current method of sending Goods Receipts, Shopping Cart details, Goods Issues, and Adjustments to TMO’s SAP application using flat files and SFTP transmission. Instead, the TMO Digital Layer will handle this data transfer more efficiently. The confirmation files from SAP will still be received in a flat file format and sent back to the Tellworks system.

The integration helps facilitate communication between the Tellworks system and the CATS database by comparing the data in the CATS File that is sent to Tellworks. This process will ensure that the two systems remain in sync and enable smoother data exchange between them.
FourKites Integration

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FourKites Software provides tracking of shipment information for end-to-end visibility across the supply chain and real time freight tracking. The integration between FourKites Software and the Tellworks system seamlessly provides comprehensive tracking of shipment information throughout the supply chain. Through each transaction, FourKites sends instant updates through the API, to the Tellworks system for data storage.
Freight Transportation EDI Integration

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This integration expands the Tellworks system’s capabilities by including more transportation carriers within its carrier EDI framework. To achieve this, the project involves configuring the EDI integration for Mack Transportation and setting up the necessary file transmission process for sending and receiving EDI files. The two types of EDI files involved in this project are 214 and 990. This enhancement will improve the overall efficiency and effectiveness of freight transportation operations for Tellworks and its partners.
Zendesk Integration

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Tellworks wanted to integrate a helpdesk solution into their application and Resale Recycle (RR) portal. This integration will allow Tellworks’ clients to easily submit support requests from within their application navigation menus. This also allows Tellworks to enhance customer support for their clients, making it easier for them to seek assistance and access support resources
Truck Load Request APIs

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The intention of these API endpoints was to expand the capabilities of the Tellworks system to perform various actions related to trucking operations. The following actions were created:
- Request Trucks: Sends the necessary information to the designated Transportation Company for requesting a truck using an EDI Request (204).
- Cancel Truck Request: Sends the required information for canceling a load request from AIMS Plus to AIMS. This ensures that any unnecessary or no longer needed load requests can be promptly canceled, saving time and resources.
- Update Truck Request: Tellworks can now update specific details such as comments or pallet information on a load. This flexibility enables users to make necessary adjustments and keep load information accurate and up-to-date.
- Add/Remove Pick to Load: The new API EndPoint allows users to add or remove Pick Authorization to a designated truck. This enables efficient load management and ensures that the right items are picked and loaded onto the truck.
- Deploy Truck: Tellworks will be able to update the status of Pick Authorization on a truck to “Deployed” and the status of the load to “Shipped.”

RESULTS

Faster order processing and happier customers

As a result of the streamlined processes and optimization, our development efforts with Tellworks have directly impacted and improved their throughput to process orders.

Strengthened Customer Relationships

Because the processes have dramatically improved, Tellworks is more easily able to honor service level agreements they have in place with their customers.

Enhanced Inventory Management

Additionally, we have improved the quality and reliability of their inventory to help them understand what they have in order to determine how many orders they have handled.

MOVING FORWARD

Continued operational improvement

Our collaboration with Tellworks has resulted in significant improvements to their inventory management system and overall operational efficiency.

Better Insights

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By focusing on stabilizing and optimizing inventory counts, we were able to provide Tellworks with better insights into their inventory across customers and locations. Our integrations with third-party companies streamlined critical processes, leading to improved responsiveness and service delivery.
Better Support

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Our ongoing support and development efforts have not only resolved the inconsistencies and gaps in critical workflows but also enabled Tellworks to better handle high volumes of requests, meeting critical deadlines and honoring service level agreements with their customers.
Better Inventory Control

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The enhancements we implemented have empowered Tellworks to gain better control over their inventory, resulting in improved decision-making and order processing. With these advancements in place, Tellworks can confidently handle their clients’ demands and continue to provide exceptional service.

Enhance your custom software system for today’s needs.

Standards company grows partnerships with custom integration

CASE STUDY

Standards company expands partnerships with custom software integration

Miles IT helps GS1 increase efficiency and improve partner workflows with a custom solution that streamlines order processing and fulfillment.

Quality,Assurance,And,Quality,Control,Concept,-,Modern,Graphic,Interface

MEET THE CLIENT

Issuing & distributing product identifiers

GS1 is most famous for creating the standard for unique product identifiers used in many products worldwide. They offer Global Trade Item Numbers (GTIN) and Global Location Numbers (GLN) for companies looking to power their supply chains.

THE CHALLENGE

Connecting partners and identifier distribution channels

GS1 previously provided product identifiers directly to organizations and discovered a new opportunity to sell them through their partners.

Primary Goal

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GS1 sought a streamlined, accessible way to increase partnerships and seamlessly integrate their data distribution processes into their partners’ eCommerce workflows.
Previous Partnership

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Our team already had a positive working relationship with the client after successfully completing other high-profile and complex projects for them.
Quality Collaboration

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When GS1 reached out looking for help, we were ready to provide in-depth consultation and build their solution.

GOALS

Process improvement & partnership growth

The client’s objective was to streamline processes and increase partnerships with the new solution. However, the quick turnaround time made this project unique; GS1 requested that we design, develop, and launch the system into production quickly.

Increase Efficiency

The new system was meant to expand reach while maintaining a streamlined, systematic order-processing approach.

Improve Reliability

GS1 wanted to achieve accuracy and resiliency while creating less work for staff with a system that ran as it should and mitigated errors.

Establish Visibility

To improve order fulfillment, GS1 aimed to enable valuable insights and quick action through real-time updates and processing.

OUR PROCESS

Vision to Reality consultation & planning

The client needed an easily implementable solution that offered a streamlined procedure for order processing. Our Vision to Reality approach ensured that their new system met their specifications and accomplished their target goals.

OUR SOLUTION

Integrated order fulfillment processes

From the initial order submission to payment processing to order processing and fulfillment, our solution offers end-to-end workflows to help customers receive their product identifiers while only requiring minimal effort from the GS1 team.

PayPal Checkout

A streamlined payment approach through PayPal improves ease of use and payment security, along with triggering the next workflow in the process to start generating identifiers.
Partner “Order API” Integration

To increase efficiency and simplify order submission and fulfillment, partners can integrate available endpoints into their eCommerce websites.
Order Fulfillment

The solution refines the order fulfillment process by automatically capturing payment & customer information and sending automatic emails to customers that allow them to download their files.
Sandbox & Demo Environments

With these environments, partners can test the Order API integration, and GS1 can attract new partners by demonstrating the connected workflows.
Reporting & Resilience

With real-time reports, the GS1 team can view up-to-date order information and statuses to ensure orders are fulfilled in a timely manner. API checks and validations ensure the system runs as expected.

PROJECT HIGHLIGHTS

RESULTS

Expanded reach and simplified workflows

Now, GS1 can reach more partners, help customers receive product identifiers more easily, and achieve their company mission of increasing the use of their standards.

Attract More Partners

With this solution’s easy implementation and use, GS1 can broaden partner networks and increase recognizability in their industry.

Higher Industry Efficiency

Besides reducing manual effort and improving their business’ productivity, this process helps supply chains working with products improve their tracking efforts.

Increased Adoption of Standards

Simplifying the partnership approach allows GS1 to foster widespread adoption of their standards, which is their core company mission.

MOVING FORWARD

Continual solution advancement

Now that the development process is complete, GS1 actively seeks to expand the capabilities of their current solution.

In the future, they are looking to incorporate more products, additional eCommerce & Payment solutions, and supplemental features to optimize processes further.

Medical claims and litigation service provider boosts staff productivity with custom software

BUILDING CUSTOM SOFTWARE SOLUTIONS

Medical claims and litigation service provider boosts staff productivity with custom software

Miles IT helped Imedview, Inc. accomplish more by creating a custom case management system that is user-friendly, automates time-consuming manual processes, and reduces data duplication and errors.

Gif of various bar graphs within a management portal

TESTIMONIAL

“If you want a company that’s responsive and eager to innovate, you want Miles”

Kimberley and Doug from Imedview, Inc. came to us looking for a custom software solution tailored to their unique types and integrations of services.

After building the solution, we continue to help with system modifications so Imedview can continue to evolve.

Hear more about Kimberley and Doug’s experience and how their new solution benefits their entire organization.

THE CHALLENGE

Limitations with out-of-the-box software

The Imedview team had been facing problems for several years as their current software solution wasn’t meant for the types of services they provided.

Users would spend hours manually downloading documents, saving them, compiling them, and generating “packages” from existing information.

After researching out-of-the-box solutions, they realized that a custom system would be best to fully support their needs.

GOALS

Increasing productivity & efficiency

Imedview’s goal was to build custom business software that improved efficiency, security, and quality when handling cases, scheduling medical examinations, and retrieving documents for clients.

Productivity

Improve productivity with a user-friendly system that guides users on the best next steps and missing items.

Document Management

Simplify document handling by pulling them directly into a queue that could easily be routed through the appropriate channels.

Efficiency

Eliminate multiple touches and steps of processes to mitigate potential errors and reduce time to completion.

Data Management

Prevent duplication of claims numbers, address books, and other data in the system.

OUR PROCESS

Turning vision into reality

We started by consulting with Imedview to better understand their challenges and goals. From there, we created a Vision to Reality plan and provided an overview of how their system could evolve alongside their business.

OUR SOLUTION

Simplifying processes with the Viewpoint system

We designed and developed a customized, secure, HIPAA-compliant system called Viewpoint that would simplify processes, improve efficiency, and enhance collaboration. Viewpoint is a Case Management software that helps Imedview run and manage its core business operations.

Streamlined Case Management

Viewpoint manages all aspects of cases, from creation to completion. Users can schedule medical examinations, receive and organize documents, create tasks, and follow up on any tasks already established in the system.

Improved Automation

With Viewpoint, staff members don’t have to manually compile documents. Instead, each of these documents is received in a single queue and routed to the appropriate channel. The system can compile documents and create templates automatically with one click of the mouse.

Organized Operations

Viewpoint’s built-in engine creates tasks and automatically moves Services through Statuses and Follow-ups based on triggers set up as per their business workflows.

This allows staff to see statuses and move items along quickly.

Greater Precision

With Viewpoint, there are fewer instances of data duplication and user error due to powerful validations included throughout the solution.

Increased User-Friendliness

As Imedview requested, we designed an intuitive system that helps users handle all business workflows more effectively. Now, team members don’t have to constantly export information or worry about overlooking items.

Project Highlights

The system automatically creates tasks for users based on the status of services. Users know what they need to do and which tasks to prioritize through a system designated by colors.
Through integration with RingCentral, users can fax documents and packages that were quickly generated from templates and with merge data from the system.
The system features a powerful tool that tracks the most important actions in the system. There is always a trail of what was done, when it was done, and by whom.

RESULTS

Saving time, reducing errors, & increasing automation

Viewpoint automates and simplifies many of the processes that were originally being managed manually by users.

Improved Productivity

With process automation and a user-friendly system, Viewpoint saves a significant amount of time—time that the Imedview team can now spend elsewhere.

Simplified System

Documents are routed through the appropriate channels, turning multi-stage processes into simple tasks and increasing the volume of completed work.

Fewer Duplicates

Reduced data duplication and user error helps keep information clean, accurate, and up-to-date while expediting basic processes for Imedview team members.

ADAPTING AS NEEDS CHANGE

Ensure your software grows with your business

Before Viewpoint, the Imedview team would waste time, energy, and resources handling complicated workflows.

Now, they can run their organization more smoothly and minimize time-consuming tasks.

As their needs evolve, they can continue to modify their software system through add-ons, integrations, and more.

“They’re so great at understanding what we’re saying to them and putting it into action. If you want a company that’s responsive, knowledgeable, fun to work with, attentive to your needs, easily adaptable, and eager to innovate and find alternative solutions, you want Miles.”

Save time for your team with a custom software solution.

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A web-based kiosk that improves efficiency through 83% reduced staff wait time

WEB PORTAL SOLUTIONS THAT GENERATE RESULTS

A web-based kiosk that improves efficiency through 83% reduced staff wait time

Miles IT helped Holt Logistics facilitate a better environment for truckers and staff by developing a user-friendly web portal that simplified the order fulfillment process and allowed workers to complete orders faster.

THE CHALLENGE: TRUCKER WAITING TIME

Building a user-friendly web portal to improve processes

Holt Logistics came to Miles IT with a need to develop a web portal that would expedite the process for order fulfillment.

The team discovered that truckers were spending a disproportionate amount of time waiting within their premises for an order to be filled. This old method included physical paperwork and a good deal of movement around the facility by both the drivers and warehouse staff.

While it takes 20-30 minutes to prepare a trucker’s cargo, truckers were sometimes waiting hours. The number of trucks that were waiting or wandering on-premise was creating chaos, further reducing efficiency. Holt Logistics needed a web portal solution that would simplify the fulfillment process and reduce overall waiting time.

THE SOLUTION: A REMOTE KIOSK

Developing an integrated web-based kiosk

Miles IT developed a web-based check-in kiosk for a remote office that will serve as a waiting area for truckers as their orders are being fulfilled. The goal of the remote kiosk was to remove several manual steps from a complex process to reduce the time a trucker must wait before their order is ready to be picked up.

The Remote Kiosk application gives truckers the ability to quickly and easily check-in when they are ready to pick up their orders. It also provides Holt and its dock locations the ability to easily track what orders have been checked in and when. This allows authorized users to take the appropriate action with minimal physical intervention and fulfill orders as quickly as possible.

With a secure integration to Holt’s’ AS400 system, order data is directly available in the Remote Kiosk application to reduce the inefficiencies or discrepancies of working with disparate systems.

THE RESULTS: HAPPIER EMPLOYEES AND TRUCKERS

A streamlined, efficient system for order fulfillment

Holt has seen monumental reductions in the waiting time of their truckers and a streamlined process. Before this solution was in place, truckers were clogging up the loading and travel zones and often waiting more than four hours to fulfill their orders.

Since early deploying the new web portal, Holt is averaging just 40-minute waiting times for its order fulfillment!

Holt’s staff sees the benefits of this solution daily as the need to manage the order process manually through every step has been dramatically reduced, and their capacity to fulfill a larger volume of orders and handle greater truck throughput has increased.

Employee tapping on a touch-screen tablet to complete order fulfillment process

83% Wait Time Reduction

The Remote Kiosk application significantly reduced trucker waiting time – from four hours to an average of 40 minutes.

Seamless Integration

We integrated our web portal with Holt’s AS400 system to improve overall efficiency and eliminate the need to overhaul legacy software.

Three-Step Scheduling Process

Now, customers schedule orders with a few clicks, reducing manual processes for Holt’s staff and saving significant time, energy, and patience.

You Request. We Respond. It Gets Done!®

Project Highlights

The Customer Scheduling Portal makes it easier to schedule orders that will be picked up at the Holt Facility. In just three steps, Holt’s customers are able to enter one or more orders, select from a list of available times, and submit their order while never reaching out to Holt to schedule.
Holt Staff can easily manage an order scheduling request for one screen. For each order on the list, a staff member can confirm that the requested time is still available, and, if not, they can schedule a time that is available on that day. Whether an order is scheduled or rescheduled, customers are automatically notified about their order. This screen streamlines and reduces the manual effort required to facilitate orders.
For orders that are not scheduled through the portal, Holt staff utilize drag and drop functionality to manage orders that are updated through their Scheduled Queue. Orders from that list are synced from Holt’s AS400 system. From this screen, Holt staff can easily identify what time slots are available and the capacity for each location to fulfill orders.
The core of the check-in process. Holt Clerks use this screen in conjunction with a Check-In Kiosk for truckers to check in their orders to prioritize, facilitate, and notify truckers when an order is ready to be picked up. The screen has helped staff to significantly reduce manual work and increase productivity by automating communications within Holt and truckers.

Reducing data entry with custom automation software

Case Study:

Reducing time spent on appointment scheduling with custom automation software

Miles IT works with an international financial services company to build a new scheduling system that automates hundreds of hours of appointment scheduling while factoring in various rule sets and restrictions.

THE CLIENT

Western Union

A leader in global payment services, the client focuses on helping people and businesses move money through digital, mobile, and retail channels. They offer international payment, risk management, and cash management solutions to over 550,000 agent locations around the world. To operate successfully, Western Union relies heavily on technology to deliver timely services and operate within the financial industry’s regulations.

THE CHALLENGE

Data entry, scheduling, and compliance checks take too much time and effort.

Every month, the client’s Operations group is tasked with creating a compliance review schedule for field staff. This involves manually entering information about each location’s rules, Compliance Officer experience, and distance traveled into an Excel spreadsheet. Between entering, reviewing, and finalizing the data, this process takes two weeks out of every month to complete.

As the number of client locations and Compliance Officers grew, the time it took to manually create and manage the schedule became impractical.

Man at his desk pinching his nose with one hand holding his glasses aloft with the other. In front of him are binders and a laptop. Behind him is a set of shelves and a wall clock.

THE SOLUTION

An improved appointment scheduling system for compliance reviews

After assessing Western Union’s processes and interviewing the intended system users, we created a custom, automated, cloud-based scheduling system that generates the best proposed schedule while factoring in agent locations, site location rules, and Compliance Officer availability and restrictions. The solution provides a base schedule within minutes that the client’s Operations team can present to Management for approval.

Administration

The administration portion of the system allows the Operations team to manage the master list of agents, subagents, locations, and Compliance Officers. From here, they can store basic information, custom rule sets, and restrictions for each location and Compliance Officer in a unique profile.

Rules & Restrictions

This module allows administrators to create, manage, and update global rules and restrictions to apply to individual locations and Compliance Officers. These rules and restrictions are factored into the scheduling algorithm to prevent appointment conflicts.

Schedule & Export

The Scheduling and Export features allow administrators to generate a proposed schedule while factoring in global rules and restrictions for locations and Compliance Officers. This eliminates the majority of manual data entry and allows the generated schedule to be exported in Excel format for use in other systems.

THE RESULTS

A faster scheduling process — from two weeks to five minutes!

Western Union can now schedule compliance reviews faster than ever. Their new system automates appointment planning with consideration to location rules and Compliance Officer availability and restrictions, removing that responsibility from the Operations team.

The system also provides real-time visibility on the progress of the reviews, what has been completed, and what is scheduled — something their old spreadsheet method couldn’t keep up with.

Discover how automation software can help you run your business

Take control of your technology and run your business exactly how you envision with our custom software solutions. Our interactive development process has our team working closely with yours. We look at the “why” behind your needs and then determine how software can streamline your business. With a focus on the long-term success of your software and your business, we’ll make sure your people are trained and using the system to its fullest capacity.

Scheduling and billing software system

Case Study:

A customized web–based software system for billing & scheduling, accessible from any device

THE CLIENT

Therapy Services – NYC

Dr. Jonathan Levinson is the owner and clinical director of Therapy Services – NYC. Prior to his doctoral training, he earned an MBA from New York University and worked in the computer technology field. His experience gave him an invaluable understanding of how the use of technology could help him succeed in his new business. With an office, computer network, software, and staff in place, Therapy Services – NYC was ready to go!

THE CHALLENGE

Outdated systems that weren’t easily accessible

Initially, Therapy Services – NYC was operating efficiently. However, as years progressed, processes changed.

Discovering the Problem

The original software system for managing patient information could no longer keep up with the growth of the business. Not only had the system become outdated and unable to provide the functionality staff and patients needed, it was not web-based. This caused difficulty when setting up new employee workstations and made it impossible to use systems when not on an office PC. Dr. Levinson knew something had to change.

Researching Alternative Solutions

He began by researching off-the-shelf software solutions for his business. After looking into several options, he found one that he thought had all the functionality Therapy Services – NYC would need, including patient information, practice management, accounting capabilities—the works. Halfway through the software training process, however, he realized the software didn’t support 100% of functionality he needed, and was much more complex than he initially thought.

THE SOLUTION

An improved IT infrastructure and a customized web–based software system

Wanting a solution that fit his business’s unique needs, Dr. Levinson opened his considerations to custom software solutions—that’s when he found Miles IT. Starting with a business analysis of Therapy Services – NYC, our dedicated team worked closely with Dr. Levinson’s staff to help find the best solutions to solving their pain points. With a strategy planned, we were able to successfully develop and implement a web-based solution, custom fit to address Dr. Levinson’s needs, including billing and scheduling. The Miles team also helped to ensure Therapy Services – NYC had the right hardware to resolve their ongoing network speed issues, and to allow their new software system to work seamlessly. We continue to serve Dr. Levinson and his company through our software support plan.

Web-based system allowing accessibility from any device, at any location
New billing and scheduling functions for core business processes
Hardware upgrades for increased network uptime and speed

Miles Support Plan: Ongoing support and system upgrades

Since the software was first rolled out, it has been further expanded and optimized to fit the ongoing needs of Therapy Services – NYC.

Brainstorm new software ideas

Plan and schedule system updates

Propose Additional Solutions

With the Miles software support plan, Dr. Levinson no longer has to worry about falling behind. Therapy Services – NYC’s software is now continuously improved and optimized. The support plan also includes behind-the-scenes systems analysis and data process reports, which enable our support team to better optimize the system.

THE RESULT

Reduced time dealing with paperwork and overall greater productivity

Improved Automation

Therapy Services – NYC needs to submit specific paperwork to comply with state laws. Their new custom software system allows these forms to populate automatically, saving time, reducing cost, and increasing staff productivity.

Paperless Solution

In addition, Therapy Services – NYC’s new software solution has gone a long way toward bringing the business even closer to their goal of going paperless, which is quite a commitment in the medical industry!

With the right technologies now in place, Dr. Levinson has once again positioned Therapy Services – NYC to operate at maximum efficiency with the Miles team here to back him up.

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3PL automates their financial reporting

CONNECTING DIFFERENCE BUSINESS SYSTEMS

A custom integration of an existing ERP and accounting system

Miles IT helped McCollister’s, a single-source logistics services company, get a better understanding of their financials. We developed a systems integration solution that connected their AS400 ERP with their accounting systems, enabling McCollister’s to access accurate financial data in near-real-time.

THE CHALLENGE: GENERATING FINANCIAL REPORTS FAST

Integrating their existing ERP and accounting systems

McCollister’s came to Miles IT with a pressing need to integrate their AS400 ERP system with their accounting system to automate financial reporting. McCollister’s conducts its most important daily business operations via their AS400 ERP system, so the most up-to-date details, statuses, and information reside there.

THE SOLUTION: IMPROVING SYSTEM COMMUNICATION

Building an integration that optimizes data translation

Miles IT assessed the project and decided the best solution was to create an integration that would translate all the flat data coming out of AS400 into transactional data in the accounting system, Striven. This would make the financial data available to McCollister’s in near-real-time using the built-in reporting of Striven’s accounting module. Here are some highlights of the solution we developed for McCollister’s:

We started with a file that was created every night with thousands of “flat” rows of data related to operations that are processed in the AS400 ERP and then translated into underlying Accounting transactions. These thousands of rows were not in a standard accounting format or structure. We needed to solve this problem.
The project involved translating and transforming this raw/flat data into appropriate Accounts Receivable (AR) and Accounts Payable (AP) transactions so that McCollister’s could have true transactional financial information available to support its business.
This transformed data was then sent to Web APIs built into Striven to create and update AR transactions (Invoices, payments, credits, journal entries) and AP transactions (Bills and Bill credits) in Striven, following accounting standards and using the appropriate items and accounts.
Once this data was imported to Striven, this allowed McCollister’s to utilize Striven’s built-in partner web portal to share financial transaction history with its subcontractors securely.

THE RESULTS: BUSINESS INTELLIGENCE

Real-time financial data equals better decision-making

Before this project, the client did not have an easy way to present or communicate their financial information without significant effort. They would have to spend a lot of time transforming the data from the AS400 into transactional information that would help them understand their financial numbers. Today, without any intervention, our powerful tool converts the nightly file into hundreds of AR and AP transactions that can be quickly and easily accessed within their accounting system.

Streamlined Systems

McCollister’s now has connected systems with enhanced functionality and capabilities to ensure timely access to financial data.

Business Intelligence

McCollister’s management team can see an accurate financial picture of the company and make smarter decisions to propel the company forward.

Third-Party Security

By using Striven’s portal, McCollister’s can share private financial data with subcontractors securely, improving transparency across the supply chain.

You Request. We Respond. It Gets Done!®

Project Highlights

McCollisters integration diagram

A diagram of how the financial records go from AS400 to middleware and ultimately to Striven where McCollister’s can run financial reports and provide access to sub-contractors through Striven’s portal.

Sanitation company modernizes their data entry & reporting software

SOFTWARE THAT ENHANCES REPORTING CAPABILITIES

Enhanced KPI reporting and data entry improvements for sanitation company

Miles IT helped AFCO, a leading chemical and food safety provider, update their existing data entry and reporting software platform to improve their field staff’s productivity and bolster international and mobile capabilities.

THE CHALLENGE: ACHIEVING NEW BUSINESS GOALS

Assessing the best plan for system modernization

AFCO came to Miles IT with a need to modernize Infobase, a data entry and reporting software platform they use to track service visits, audits, and key performance indicators for their clients. In seeking system modernization, AFCO had three driving business goals that needed to be met to consider the project a success.

Mobile Capabilities

Optimize productivity and efficiency by adding mobile capabilities for field staff, reducing data entry efforts through user experience enhancements, improved reporting, and performance optimizations to increase the system speed.

Multi-Language Features

Provide capabilities to support an expanding international presence, including dynamic multi-language capabilities, multiple currency support, and other international features.

Compliance Insights

Improve compliance insights through the implementation of visual compliance dashboards.

THE SOLUTION: A NEW AND IMPROVED INFOBASE SYSTEM

Updated system features mobile capabilities and enhanced KPI reporting

We upgraded the current Infobase system to include international and mobile capabilities as well as specific enhancements to KPI (Key Performance Indicator) reporting and notifications. The following are some components of the project that help AFCO accomplish more:

The new and improved Infobase system helps AFCO track the results of service visits, audits, and inventory. Infobase tracks and reports on all aspects related to the clients, visits, and audits.
The system has multiple levels of permissions, including access to field staff, managers, administrators, and customers.
Infobase is easy to use and helps users handle the data entry and reporting activities efficiently from a phone, tablet, or computer. The reports are easy to understand at a glance and to dig into for more details.

THE RESULTS: IMPROVED PRODUCTIVITY AND EFFICIENCY

More capabilities that drive a better user experience

The compliance dashboard was quickly adopted by the management team, which has increased the timeliness of performing critical activities related to inventory and service. Enhancements to the KPI tracking and reporting have provided valuable insights to their customers and led to higher customer happiness and loyalty. The mobile and performance improvements have allowed for a marked increase in field staff productivity and the timeliness of information availability.

Mobile Capabilities

The updated Infobase system includes mobile capabilities, allowing field staff to access and submit reporting efficiently from their phone or tablet, improving productivity and overall efficiency.

International Users

AFCO’s Infobase system is now a global system that can be used effectively by users worldwide. The system enables users to interact with the system in their localized languages, improving user experience.

Compliance

The system’s visual compliance dashboard enhances compliance and ensures critical activities related to inventory and service can be performed on time.

You Request. We Respond. It Gets Done!®

Project Highlights

This dashboard provides a visual glimpse into the compliance status of the customers assigned to the logged in-users with regard to the necessary reports associated with them to be completed.

Software partnership forms to build SaaS application

DEVELOPING A SAAS PRODUCT FOR CAP AGENCIES

An intuitive cloud based SaaS application that offers client tracking capabilities

Miles IT helped CSST Software, LLC accomplish more by building the EmpowOR system, an intuitive client tracking software product used by Community Action Agencies across the country for a wide variety of government-funded programs.

THE CHALLENGE: PLAYING TO EACH PARTNER’S STRENGTH

Creating an intuitive application for CAP agencies

CSST Software, Inc. was formed by Garrett County Community Action and Paige Hull Teegarden to develop and support a state-of-the-art application that could be used by CAP (Community Action Program) agencies to help them manage their Client/Participant Enrollments into programs and track the services provided through these enrollments. Additionally, the system required advanced capability reporting of the outcomes and results for all enrolled participants.

While Garrett County Community Action had expertise in programs commonly shared by CAP agencies, it needed a partner with in-depth technical knowledge in software and hardware. This is where Miles IT came in. CSST Software would also need to ensure compliance with all reporting requirements for these programs to acquire and maintain their funding, which would be difficult given the complexity of government-funded programs in general.

The Solution: EMPOWOR

New SaaS system offers client tracking capabilities and more

The resulting EmpowOR Software-as-a-Service (SaaS) system is the product of close collaboration between the key industry and subject matter experts within CSST Software and the Miles IT team. We built a robust, flexible, and secure system with the following features to ensure intuitive usability, reporting compliance, integration with other systems, secure information handling, and customizable user experience based on the needs of a wide range of CAP agencies:

Enrollment of Participants in Community Action Programs
HIPAA, FedRAMP, and HITECH Requirements
Service Delivery Tracking and Reporting
Integration with Government Programs (such as Head Start, HMIS, CSBG)
Custom Forms (Laserfiche Integration)
CADS DB (CAP Agency Data Sharing)

The web-based application includes automatic and pre-configured reporting for government programs. EmpowOR also contains innovative and customizable work templates to support the easy intake of new program participants, data quality, and accuracy of the information getting added to the system. The import and export functionality reduces data entry redundancies and centralizes information in one place. The system is intuitive and easy to learn to let service providers focus on their programs and participants.

THE RESULTS: A GROWING SUBSCRIBER BASE

A software product that continues to advance

CSST Software could not be happier with the final product. Given the unique partnership and strict compliance requirements, many obstacles could have derailed the project. However, our software development team was up to the challenge and built a software solution that achieves optimal outcomes and results for clients, communities, and agencies. The subscriber base for EmpowOR is regularly growing, and the product continues to grow and advance with them!

Gif of EmpowOR security settings bar graph

Ease of Use

EmpowOR features customizable work templates and intuitive user interface design to help users quickly accomplish what they need within the system.

Security

EmpowOR is architected to protect the data of each agency and individual with strong encryption, granular permissions, and infrastructure security following compliance guidelines.

Cloud-Based Solution

EmpowOR runs on Miles IT’ Cloud with full monitoring and scalability support, and users can access any information they need in the system from any device with an internet connection.

You Request. We Respond. It Gets Done!®

Project Highlights

Easily manage and track different community assistance programs and services for household members.
Integration with a business intelligence tool allows for interactive and custom reporting.
The publicly accessible page allows outreach offices to have families who are seeking services add in their own information on a tablet to be imported into EmpowOR.

Field services company evolves their software system

GIVING EXISTING SOFTWARE A MAKEOVER

A Custom software system and app transforms operation support for field services company

Miles IT helped RCH, a national, face-to-face field services company, empower their operations team to accomplish more by building a new system that could evolve as new processes and needs arise. RCH increased productivity, achieved smarter reporting, and strengthened the overall support of their team.

THE CHALLENGE: ADDRESSING CHANGING NEEDS

Building an advanced, modern software system

RCH came to Miles IT with a need to build a new software system to optimize daily operations. RCH wanted a system that could support its existing solutions and facilitate future opportunities to help RCH grow. The goals for supporting and evolving RCH’s solutions were as follows:

Evolve

Evolve the system to support significant new business area processes

Support

Provide support to existing team members.

Fuctionality

Refine the existing functionality as RCH’s business processes and needs have changed.

Onboarding

Onboard new users as new features are added to support their areas of the business.

Integrations

Develop integrations with external systems.

Ongoing Consultation

Provide ongoing consultation and performance optimization.

The Solution: Enhancements and Added Features

New software system transforms operational support

Miles IT helped facilitate a major evolution of a custom business software system for RCH intended to provide support for its operations team. After the initial build of the system, numerous significant enhancements were identified, designed, developed, and implemented into the system. Some of the major areas that were added are noted below:

Field Mobile App
Time Tracking
Expense Management
Employee Location Mapping

Margin Reporting
Bi-directional Payroll Integrations
Business Intelligence Reporting

The original system quickly provided significant value to the RCH team, and they made a decision to use this system as a platform for many other aspects of their business. Miles IT also hosts the application in our Miles Cloud Hosting data center and provides help desk support to over 1,500 active system users across the US.

THE RESULTS: BETTER FUNCTIONALITY

Productivity is through the roof

RCH is impressed by the system’s new features and has conveyed it saves at least a dozen people’s worth of productivity. This allows RCH to run leaner without adding employees or hindering performance. The reporting provides valuable insights into their operations, which improve strategic decision making.

Gif of custom software solution for a field services company

RCH now has a system that will support its growth and help give it a strategic competitive advantage in a rapidly evolving marketplace.

Miles IT continues to provide a comprehensive package of ongoing support services that allows RCH to manage a business-critical, complex, and high volume system with limited IT staff.

Graphic illustration of a growth chart in red with a plant sprouting from the highest peak

Enhanced Productivity

The new system significantly reduced errors, redundancies, and technology challenges that prevented team members from completing tasks in a timely manner.

Graphic illustration of a dashboard on a computer screen showing a pie graph and line graph

Business Intelligence

The reporting features of the system provide insights to RCH’s management team, which allows them to analyze data and make smarter business decisions.

Graphic illustration of a call center worker with a headset in front of a computer with gear icons on the screen on a blue background

Ongoing Support

As a part of the Miles Support & Evolve Plan, RCH receives ongoing support services to reduce IT overhead and maintain the integrity of the system, while identifying new ways to advance it.

You Request. We Respond. It Gets Done!®

Project Highlights

Employee Location Map for tracking.
Expense Approval Dashboard to expedite accounting processes.
Margin Report for optimized financial reporting.

A custom integration between an EHR and patient scheduling software

ENHANCING SYSTEM CAPABILITIES THROUGH INTEGRATION

A custom integration between an EHR and patient scheduling software

Miles IT helps US Digestive Health, a collective of gastroenterology practices, improve operations by integrating MyHealthDirect patient scheduling with eClinicalWorks EHR.

Integration Services
Healthcare Solutions

THE CHALLENGE: LIMITED FUNCTIONALITY

Current EHR lacked online patient scheduling capabilities

US Digestive Health wanted to provide a modernized patient experience that would enable patients to schedule their appointments online. The organization’s current EHR, eClinicalWorks, did not provide the required feature.

To fill the gap, the US Digestive Health planned to use a 3rd party patient scheduling tool, MyHealthcareDirect. The challenge was getting their EHR to communicate and share data with the new patient scheduling software.

THE SOLUTION: INTEGRATING SYSTEMS

Synchronizing data between EHR and patient scheduling system

For the systems to work together, the EHR and patient scheduling tool required HL7 integration. Our technology consultant would work directly with software engineers from MyHealthDirect and eClinicalWorks to synchronize the systems.

A Miles IT consultant worked directly with a MyHealthDirect engineer to develop queries for working hours, blocks, and rule sets and coordinate a method to push the files daily.

Once queries and data synchronization was complete, the Miles consultant worked with MyHealthDirect and US Digestive Health to test and confirm that the system’s scheduling portion is working as expected.

After final approval from the US Digestive Health, our team coordinated the launch of the integration and provided training for the client’s staff on how to use the system.

THE RESULTS: EXPANDED SYSTEM CAPABILITIES

An improved patient experience

Before this integration, the practice had no way for doctors to synchronize their schedules between systems. With the new integration, the doctors can now manage their schedules directly from eClinicalWorks EHR, which then shares the scheduling data with MyHealthDirect.

Additionally, there was no way for patients to schedule and manage their appointments online. MyHealthDirect provides that capability, which makes it easier for clients to make appointments and, as a result, reduces calls to the office.

Synchronized Data

Data is now shared in real-time between the patient scheduling system and EHR.

Improved Patient Experience

Patients can schedule appointments at their convenience using the new online feature.

Reduced Overhead Costs

Calls for appointments have been reduced, which frees up time for administrative staff.

Early intervention provider improves data visibility by 97% with process automation

Developmental intervention and therapy services

Improve process efficiency by automating manual tasks

Identifying and configuring processes for automation

Revenue recognition processes that were automated

The power of process automation

2

15+

97%

Increased efficiency, productivity & scalability

Opportunities for future innovation

Automate your way to better performance and efficiency

Telecommunications logistics company advances its custom application

Logistics and warehousing solutions for telecommunications

Upgrading custom inventory management system to meet growing demands

Legacy Custom Software

Surge in Request Volume

Inconsistencies and Gaps

Vision to Reality

Business Analysis

Detailed Technical Audit

Security Assessment

Recommendations

Ongoing support and projects for advancement

Other Integrations

Faster order processing and happier customers

Continued operational improvement

Enhance your custom software system for today’s needs.

Standards company expands partnerships with custom software integration

Issuing & distributing product identifiers

Connecting partners and identifier distribution channels

Process improvement & partnership growth

Vision to Reality consultation & planning

Integrated order fulfillment processes

PayPal Checkout

Partner “Order API” Integration

Order Fulfillment

Sandbox & Demo Environments

Reporting & Resilience

PROJECT HIGHLIGHTS

Expanded reach and simplified workflows

Continual solution advancement

Improve processes with custom software integrations.

Medical claims and litigation service provider boosts staff productivity with custom software

“If you want a company that’s responsive and eager to innovate, you want Miles”

Limitations with out-of-the-box software

Increasing productivity & efficiency

Turning vision into reality

Simplifying processes with the Viewpoint system

Streamlined Case Management

Improved Automation

Organized Operations

Greater Precision

Increased User-Friendliness

Project Highlights

Saving time, reducing errors, & increasing automation

Improved Productivity

Simplified System

Fewer Duplicates

Ensure your software grows with your business

Save time for your team with a custom software solution.

A web-based kiosk that improves efficiency through 83% reduced staff wait time

Building a user-friendly web portal to improve processes

Developing an integrated web-based kiosk

A streamlined, efficient system for order fulfillment

You Request. We Respond. It Gets Done!®

Project Highlights

Start accomplishing more with your business.

Reducing time spent on appointment scheduling with custom automation software

Western Union

Data entry, scheduling, and compliance checks take too much time and effort.

An improved appointment scheduling system for compliance reviews

A faster scheduling process — from two weeks to five minutes!

Discover how automation software can help you run your business

Ready to see what great automation software can do for you?

A customized web–based software system for billing & scheduling, accessible from any device

Therapy Services – NYC

Outdated systems that weren’t easily accessible

Discovering the Problem

Researching Alternative Solutions