TeleTracking Empowers Healthcare Companies to Optimize Operations

For more than 32 years, TeleTracking Technologies Inc., has been innovating solutions for managing patient flow and capacity. The company now delivers the world’s leading integrated healthcare operations platform, which combines comprehensive technology solutions with clinical expertise to improve access, delivery and transitions of care. Today, more than 200,000 beds, representing millions of patient stays per year, are managed globally by TeleTracking’s Operations IQ Platform.

Based in Pittsburgh, PA, TeleTracking supports healthcare organizations across North America and Europe. To help ensure customers’ success, the company provides a range of training sessions that complement its Operations IQ Platform. These online classes are created in MadCap Create, a learning content management system (LCMS), and delivered via MadCap Syndicate. Let’s look at TeleTracking’s journey.

Balancing Efficiency with Patient Experience

In a 2024 Health Systems Outlook, McKinsey observes that many health systems—i.e., groups of healthcare organizations that are jointly owned or managed—face rising costs and increased competition from new market entrants even as they navigate a complex web of healthcare regulations. In response, many of these organizations “are pursuing end-to-end improvement of processes that drive value for patients and for the business while selectively deploying technologies to promote efficiency and patient experience.” 

Increasingly, health systems rely on technology companies, such as TeleTracking, to optimize their healthcare operations through a combination of comprehensive software solutions and industry best practices.

Training Hindered by Content Complexity

Each day 200-plus healthcare systems and more than 1,000 individual hospitals rely on TeleTracking’s Operations IQ Platform to optimize their operations, better support staff, and enhance patient care. Meanwhile, a suite of online courses train customers on how to use the platform’s different software modules to support various healthcare provider processes.  

For years, TeleTracking relied on a manual, labor-intensive process to produce and deliver its training content via a complex architecture of courses, resulting in challenges for both the company and its customers. For the TeleTracking team, it became increasingly difficult to have content keep pace with the business’ frequent product releases. For customers, it was difficult to find the training sessions they needed; it sometimes required multiple logins, and too often the information was out of date.

TeleTracking realized that it needed a new, centralized platform for customers to access training materials along with flexible delivery options to meet these users’ diverse needs. The company also wanted functionality that would allow the team to reuse content and enable a more efficient authoring process. After evaluating different industry solutions, TeleTracking chose MadCap Create.

Delivering Timely, Centralized Training

Using the MadCap Software platform, TeleTracking now delivers a centralized catalog of eLearning courses through its customer community. The in-depth, interactive, online courses enable customers’ staff to learn about their role in the patient flow and how to use TeleTracking any time of day, on any device. Customers only have to sign onto the community once to access any courses they want in addition to other community resources. If a user is interested in a particular online course, they can purchase it online and begin using it immediately. Customers also have the option to purchase a training subscription when they sign a contract with TeleTracking.  

TeleTracking has completely reworked its courses, transitioning from technology-based to role-based content, which allows for better reuse of course materials. The team relies on MadCap Create to author, reuse, review and publish the online courses. Then content from MadCap Create is published to MadCap Syndicate, which ensures content is delivered from a single source of truth. TeleTracking also takes advantage of analytics in Syndicate to measure user engagement with the eLearning content.

To facilitate integrating MadCap Software-based training content into the community, TeleTracking utilized custom attributes in MadCap Create, along with custom eLearning widgets and Salesforce objects. The company also added Stripe as the payment processing provider. Everything was tied together using the concept of a group ID to manage permissions and access to the courses.

Realizing New Revenues and Higher Customer Engagement

Since implementing the MadCap Software platform, TeleTracking has been able to create a consistent brand experience across courses and provide an intuitive and convenient platform for customers to access all their training materials. Additionally, by using MadCap Create and Syndicate to maximize efficiency and content reuse, the team can now deliver role-based training that keeps pace with the company’s frequent product updates.

At the same time, the training strategy and integration of MadCap Software with TeleTracking’s customer community have yielded significant business benefits:

• Metrics have revealed high user engagement with the eLearning content, establishing it as one of the top-accessed pages within the customer community.
• Integration of a shopping cart experience has allowed TeleTracking to generate passive revenue from course sales and provide just-in-time access to users.
• The subscription-based training option has led to recurring revenue and increased client value.

Bottom line: TeleTracking’s online training is no longer just a supporting function. It is a strategic resource both for driving new revenue streams and strengthening customer loyalty.