HatchWorks AI

BACKGROUND

Introduce your business and what you do there.

I’m the director of program management for a national healthcare provider that operates in six states and has 80,000 employees. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with HatchWorks Technologies?

We hired HatchWorks for their IT support and management services. 

SOLUTION

What was the scope of their involvement?

Our organization used HatchWorks in four capacities. One was to support an electronic medical record system that served around 80% of all the hospitals in the US. Their team supported the first wave of this system’s rollout to 60% of our business. 

Meanwhile, one of their program managers provided technical support for three of our core apps and contact center. The program manager that supported these apps also provided development support for a new technology under development as well as two of our quality systems that captured customer feedback on surveys and rated the calls that came into our contact center. 

Two other program managers from HatchWorks supported a large business transformation effort by our company. Specifically, we moved from a centralized model to a decentralized one with a three-month turnaround time. In other words, we had an aggressive deadline for this initiative, and their product managers supported five of the regions in which we rolled out the new model. 

What is the team composition?

We worked with four people from HatchWorks, and all of them were program managers. 

How did you come to work with HatchWorks Technologies?

I had a longstanding relationship with HatchWorks from my previous roles, so I trusted them with this engagement and our business transformation initiative. To be specific, I reached out to our leadership team and told them that I needed assistance from HatchWorks. 

How much have you invested with them?

We spent around $250,000. 

What is the status of this engagement?

Our engagement lasted from November 2021–February 2022.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

One of the engagement’s highlights was related to the implementation of the electronic medical system into our business. When HatchWorks’ program manager joined that project, we were only three weeks away from the actual go-live date — we were behind schedule by 15%. Luckily, the manager helped us catch up within one week and maintained our progress. 

For the business transformation project, we had to roll out the new decentralized model in five regions by March 2022. One region was projected to finish by mid-April 2022. Because of the hard work of HatchWorks' program managers, we were able to finish everything by the end of February 2022. 

Overall, HatchWorks exceeded our expectations; they had truly daunting tasks, but they more than delivered. 

How did HatchWorks Technologies perform from a project management standpoint?

HatchWorks was a great partner. They always met the deliverable dates that I gave them. They made sure that we stayed within our budget, and they were flexible in working with us. Overall, they did a good job of managing our projects. 

To communicate, we had regular phone calls. We also used a management system that their managers and I used for our day-to-day work. 

What did you find most impressive about them?

HatchWorks had an excellent understanding of the product development process. More than just managing a technological project, the team provided solutions and observations to help us move our initiatives forward. This added much value to our IT team. 

On top of that, they brought high-quality talent to the table for all the roles they filled. Their organization did an excellent job of identifying and securing great talent. As a result, I knew I could trust whoever they put on a team. 

Are there any areas they could improve?

If they had a more local presence, that would have helped our projects better. My product team didn’t have any budget for travel, so this wasn’t 100% HatchWorks’ problem. 

Do you have any advice for potential customers?

If you want to get the most bang for your buck with HatchWorks, you should have a clear vision of what will add the most value to your technology. Our business stakeholders don’t have a clear vision for some of our technologies, and this has slowed down some of the projects. Put another way, if you have a clearly defined vision when you come to the table, then you’re giving HatchWorks the fuel they need to get started.