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2016 Latin American Cloud-based Medical Services

Customer Service Leadership Award

2016

BEST PRACTICES RESEARCH

© Frost & Sullivan 2016 2 “We Accelerate Growth”

Contents

Background and Company Performance ........................................................................ 3

Industry Challenges .............................................................................................. 3

Quality of Customer Service and Customer Impact of MedCloud ................................. 4

Conclusion........................................................................................................... 7

Significance of Customer Service Leadership ................................................................. 8

Understanding Customer Service Leadership ................................................................. 8

Key Benchmarking Criteria .................................................................................... 9

The Intersection between 360-Degree Research and Best Practices Awards ....................... 9

Research Methodology .......................................................................................... 9

Best Practices Recognition: 10 Steps to Researching, Identifying, and Recognizing Best Practices ................................................................................................................. 10

About Frost & Sullivan .............................................................................................. 11



Background and Company Performance

Industry Challenges

Brazil has the largest and most expensive healthcare system among Latin American

countries, with an estimated 9.7% of its 2013 gross domestic product (GDP)1 spent on the

healthcare sector. Increasing economic pressures and the country’s shifting demographics

further challenge its mixed public-private health system. The World Bank estimated the

Brazilian elderly population to more than triple within the next forty years, from less than

20 million in 2010 to almost 65 million in 2050. As demand increases, there is greater strain

on the healthcare system; thus, sustainability is a major concern for health institutions.

With over 200 million people already undergoing an epidemiological transition combined

with the global shift towards healthcare consumerism and patient-centric medicine, cloud-

based informatics is emerging as a cornerstone to cost-effective, quality care. Operational

efficiency, lower upfront investments and costs, and flexible, scalable systems drive

technology adoption in the sector. Moving from capital to an operational expenditure model

ensures customers pay only for what they use, reducing costs. Thus despite working with

very restricted budgets, the healthcare cloud is now a top priority in the information

strategy of many healthcare organizations.

In 2015, Frost & Sullivan reported that nearly 39% of Brazilian healthcare institutions and

companies used cloud services and 28% planned to adopt cloud technologies by the end of

the year; end-user research included 314 hospitals, diagnostic laboratories, and

pharmaceutical companies. The healthcare cloud market in Brazil is in the growth phase.

Frost & Sullivan expects the cloud services market penetration—Infrastructure as a Service

(IaaS), Platform as a Service (PaaS), and Software as a Service (SaaS)—to increase by

double-digits by the end of the decade. Cloud technologies are major value-driven change

enablers, potentially reshaping both care delivery as well as the patient’s role in the health

industry—from a passive patient to a proactive consumer.

The future sustainability of the Brazilian healthcare system depends on leveraging cutting-

edge information technologies like cloud computing to provide connected, agile, and cost-

effective solutions at all care levels. The market presents an attractive opportunity for

vendors due to its high market potential, rapid growth, and relatively low technology

penetration rates to date. Still, cloud service providers must address concerns regarding the

security and integrity of patient information management to succeed. Vendors that provide

scalable solutions to healthcare organizations while ensuring security and compliance with

the Health Information Portability Patient Act (HIPPA) will enjoy a distinct competitive

advantage in this high-growth market.

1 http://databank.worldbank.org/data/reports.aspx?source=2&country=&series=SH.XPD.TOTL.ZS&period=

http://databank.worldbank.org/data/reports.aspx?source=2&country=&series=SH.XPD.TOTL.ZS&period



Quality of Customer Service and Customer Impact of MedCloud

Established in 2013, MedCloud is an emerging Brazilian health information technology

company providing innovative SaaS solutions to facilitate diagnostic information storage,

access, and sharing among key healthcare stakeholders—patients, physicians, healthcare

systems and clinics, diagnostic companies, and reference laboratories.

The company’s cloud-based platform complies with the Health Insurance Portability and

Accountability Act (HIPAA). MedCloud provides a secure digital environment for

ubiquitous, on-demand information access and sharing while promoting coordinated care

and advancing patient empowerment.

MedCloud: Cloud for Health

MedCloud’s goal is to advance care team collaboration and physician-patient relationships

through shared access to diagnostic test results and patient medical information, e.g.,

electronic health records. The company provides all stakeholders with an engaging online

experience leveraging an innovative and easy-to-use digital communication platform. Key

technology differentiators include:

Cloud-based architecture—Flexible technology architectures allow for scalable,

rapid growth and fast, agile software development cycles.

Interoperability—Supports quick deployment and seamless medical device

connectivity and data transfer. MedCloud leverages its application programming

interface and international standards, such as HL7 and DICOM, for simple, cost-

effective, and rapid device imaging and clinical information system integration.

Real-time technology—Access to test results and patients’ medical information in

real-time enables a new level of efficiency in clinical services and patient-centric

care delivery, assisting and promoting timely and optimal care strategies and

patient support and engagement.

Commercial customers, which include a range of healthcare organizations, pay a licensing

fee to use the platform and extend access to physicians and their patients for free.

MedCloud’s services are available on Apple iOS, Android, and Windows operating systems.



Streamlined Connectivity: Anytime, Anywhere

MedCloud provides the best customer service possible, streamlining healthcare

connectivity while improving quality care and optimizing clinical and operational workflow

efficiencies to reduce overall costs. The company’s platform incorporates advanced features

to simplify information sharing and access, e.g., “share” button, for a unified, mobile

platform.

Healthcare systems operate all

branches from one site, increasing

efficiencies and reducing costs

through better management.

Documented results from a

MedCloud dental customer with

several franchises reported higher

productivity indices, cost savings of

at least 60%, and increased patient

satisfaction due to on-demand digital interactions.

Physicians analyze diagnostic and patient

information and create reports online, radically

reducing the paperwork load and improving

clinical workflows and resource utilization.

Patients can review

their information prior to a doctor’s appointment

and share any needed information via their

smartphones, focusing solely on discussing health

issues during their visit. On-demand access

becomes particularly important if patients travel

outside of the country.

“Patients used to carry their printed test results and X-rays in bags and take these with

them to every doctor appointment. The smartphone is the new ‘bag’. Diagnostic testing is

similar around the world, so now you can carry your health information in your new ‘digital

bag’, anywhere, and have it available when needed.”

-Dimas Francisco Silva Jr., CEO & Software Architect, MedCloud

A Spirit of Service and Excellence

MedCloud’s digital connectivity solutions are helping healthcare organizations align with

value-based care, achieving internal goals, such as increased efficiencies and cost savings,

and enhancing patient and physician engagement for higher quality care. The company’s

technology platform allows access to an unlimited number of users and provides online

support and maintenance 24/7.

Courtesy of MedCloud

Easy Online Collaboration and Information Access

Courtesy of MedCloud



Getting Started

Customers and end-users simply log-in to the site and create an account to gain access to

the platform. As a 100% online service, customers do not need a company representative

to activate the account; instead, MedCloud sends the required credentials and access

information via email.

Rapid Innovation through Close End-user Collaboration

MedCloud incorporates leading market trends and end-user needs and considerations to its

technology platform; hence, close customer relationships are critical to the company’s

product design process.

The company’s services are 100% customer facing, and its web application solutions allow

MedCloud to react quickly to customer feedback—one such example is its release of new

features and software updates every 10 days. Under this collaborative approach,

MedCloud meets specific market demands faster than competitors and enhances its

customers’ overall experience.

A Relationship Customers Can Count On

MedCloud has retained most of its original customers. The company enhances its

professional relationship with clients by leveraging its “innovation through collaboration”

approach, resulting in increased trust. Although still a young company, MedCloud’s

reputation in the health cloud services market continues to grow. The company’s current

customer base consists of over 50 hospitals and clinics and more than 500,000 patient

and physician users. MedCloud utilizes mainly online customer acquisition techniques to

attract new customers. Potential clients go to company’s site and can create a trial

account. This process starts the conversation for future business.

Growth Expansion

MedCloud is expanding its reach in Brazil as well as in other geographies. The company is

branching out to include payers in its platform as well as extending its geographical scope

to other Latin American countries and has ongoing projects in the United States, the

United Arab Emirates, and India. Frost & Sullivan believes that MedCloud is exceptionally

positioned to reap the “benefits” of the continually evolving value-driven landscape and

expects the company to grow exponentially in the coming years expanding the number of

clinics in Brazil significantly—and as global customers get on board.

Next Generation Services: Leveraging the Value of Healthcare Information

MedCloud’s mission revolves around improving care delivery for all while enabling access to

high-quality care for vulnerable patient populations. Going forward, the company seeks to

leverage cloud-based big data analytics to generate insights into particular diseases, as well



as integrating these insights with its digital communication platform to drive clinical and

scientific decisions. The company envisions facilitating patient engagement even further by

providing different service layers—including tools to improve outcomes for chronic

patients—and serving populations who have little to no healthcare access.

Conclusion

Healthcare institutions in Latin America must adapt to frequent changes—e.g.

consolidations, consumerism, and technology innovations—disrupting market dynamics in

this new value-driven healthcare ecosystem. MedCloud’s secure, agile digital cloud-based

communication platform advances care team collaboration and patient engagement

through shared access to diagnostic test results and patient medical information. The

company delivers all stakeholders an engaging online experience that is simple and

aligned with digital transformation trends towards cost-effective personalized medicine.

With its customer-centric approach to technology innovation and commitment to cost-

effective, quality care access, MedCloud earns Frost & Sullivan’s 2016 Latin America

Customer Service Leadership Award in the cloud-based medical services market.



Significance of Customer Service Leadership Ultimately, growth in any organization depends upon customers purchasing from your

company, and then making the decision to return time and again. The service experience

is therefore a critical component of a company’s efforts to retain customers over the long

term. Through successful retention, companies enhance their brand, increase demand for

their products, and differentiate themselves from the competition.

Understanding Customer Service Leadership

Customer Service Leadership is defined and measured by two macro-level categories:

quality of customer service and customer impact. These two sides work together to make

customers feel valued, and confident in their products’ quality and long shelf life. This dual

satisfaction translates into repeat purchases and a high lifetime customer value.



Key Benchmarking Criteria

For the Customer Service Leadership Award, Frost & Sullivan analysts independently

evaluated two key factors—Quality of Customer Service and Customer Impact—according

to the criteria identified below.

Quality of Customer Service

Criterion 1: Empowerment

Criterion 2: Leverage of Customer Feedback

Criterion 3: Speed/Timeliness

Criterion 4: Frictionless Interaction

Criterion 5: Technological Investment

Customer Impact

Criterion 1: Price/Performance Value

Criterion 2: Customer Purchase Experience

Criterion 3: Customer Ownership Experience

Criterion 4: Customer Service Experience

Criterion 5: Brand Equity

The Intersection between 360-Degree Research and Best

Practices Awards

Research Methodology

Frost & Sullivan’s 360-degree research

methodology represents the analytical

rigor of our research process. It offers a

360-degree-view of industry challenges,

trends, and issues by integrating all 7 of

Frost & Sullivan's research methodologies.

Too often, companies make important

growth decisions based on a narrow

understanding of their environment,

leading to errors of both omission and

commission. Successful growth strategies

are founded on a thorough understanding

of market, technical, economic, financial,

customer, best practices, and demographic

analyses. The integration of these research

disciplines into the 360-degree research

methodology provides an evaluation

platform for benchmarking industry players and for identifying those performing at best-

in-class levels.

360-DEGREE RESEARCH: SEEING ORDER IN

THE CHAOS



Best Practices Recognition: 10 Steps to Researching,

Identifying, and Recognizing Best Practices

Frost & Sullivan Awards follow a 10-step process to evaluate award candidates and assess

their fit with select best practice criteria. The reputation and integrity of the Awards are

based on close adherence to this process.

STEP OBJECTIVE KEY ACTIVITIES OUTPUT

1 Monitor, target, and screen

Identify award recipient candidates from around the globe

Conduct in-depth industry research

Identify emerging sectors Scan multiple geographies

Pipeline of candidates who potentially meet all best-practice criteria

2 Perform 360-degree research

Perform comprehensive, 360-degree research on all candidates in the pipeline

Interview thought leaders and industry practitioners

Assess candidates’ fit with best-practice criteria

Rank all candidates

Matrix positioning all candidates’ performance relative to one another

3

Invite thought leadership in best practices

Perform in-depth examination of all candidates

Confirm best-practice criteria Examine eligibility of all

candidates Identify any information gaps

Detailed profiles of all ranked candidates

4

Initiate research director review

Conduct an unbiased evaluation of all candidate profiles

Brainstorm ranking options Invite multiple perspectives

on candidates’ performance Update candidate profiles

Final prioritization of all eligible candidates and companion best-practice positioning paper

5

Assemble panel of industry experts

Present findings to an expert panel of industry thought leaders

Share findings Strengthen cases for

candidate eligibility Prioritize candidates

Refined list of prioritized award candidates

6

Conduct global industry review

Build consensus on award candidates’ eligibility

Hold global team meeting to review all candidates

Pressure-test fit with criteria Confirm inclusion of all

eligible candidates

Final list of eligible award candidates, representing success stories worldwide

7 Perform quality check

Develop official award consideration materials

Perform final performance benchmarking activities

Write nominations Perform quality review

High-quality, accurate, and creative presentation of nominees’ successes

8

Reconnect with panel of industry experts

Finalize the selection of the best-practice award recipient

Review analysis with panel Build consensus Select winner

Decision on which company performs best against all best-practice criteria

9 Communicate recognition

Inform award recipient of award recognition

Present award to the CEO Inspire the organization for

continued success Celebrate the recipient’s

performance

Announcement of award and plan for how recipient can use the award to enhance the brand

10 Take strategic action

Upon licensing, company may share award news with stakeholders and customers

Coordinate media outreach Design a marketing plan Assess award’s role in future

strategic planning

Widespread awareness of recipient’s award status among investors, media personnel, and employees



About Frost & Sullivan

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