LifeLabs® brings care closer to home with Microsoft Dynamics 365 and Power Platform

Modernizing MyVisit™

LifeLabs understands that Canadians want healthcare that works with their lifestyles and their families’ needs. Since 2017, MyVisit™ has offered convenient, flexible, and accessible mobile lab services for busy working professionals, parents who can’t arrange childcare, immuno-compromised patients, and customers who are physically unable to travel to a collection center—anyone who prefers to get a test done or drop off a sample where it’s most convenient for them.

Booking and dispatching services and other MyVisit™ operations required numerous manual processes. In 2022, LifeLabs launched a project to modernize MyVisit™ to scale operations and create a better experience for both patients and employees. Starting with an online booking system from a previous LifeLabs program, the company integrated Microsoft Dynamics 365 Field Service and Power Platform, adding payment functionality, advanced scheduling options, integrations with the existing Oracle enterprise resource planning system, and patient and practitioner web portals. MyVisit™ and other LifeLabs home care services moved to a single platform that was easy for employees to manage and easy for patients to navigate.

LifeLabs decided on a two-pronged approach for the new mobile testing service. The implementation team used Power Pages to create a user-friendly, customer-facing website for booking and managing appointments, and deployed the Field Service mobile app to traveling lab technicians to manage their day-to-day tasks.

The solution provided the organization with much-needed capabilities, including: 

• Service address eligibility search
• The ability for customers to make, reschedule, or cancel appointments
• Payment options
• Automated email reminders to help customers prepare for their appointments
• Automated SMS messages with the lab tech’s ETA
• Optimized route planning
• Workflows optimized to enhance efficiency and reduce effort 
• The flexibility to customize the system and the scalability to grow it as the service expands
• A seamless and efficient end-to-end process for both customers and employees

The results speak for themselves

Today, the LifeLabs MyVisit™ portal receives more than 88,000 visits per month from new and returning customers. A quick and simple booking process with clear and easy navigation of appointment availability ensures a positive experience for customers. With fewer and shorter phone bookings, employees have more time to focus on other customer service activities.

Customer service isn’t the only beneficiary of the new solution. Sales have grown by several percentage points as measured by the company’s latest customer survey, and leadership attributes the boost to improving the appointment booking process. “Dynamics 365 enables us to expand and improve our digital experience for booking and ordering tests through a flexible delivery channel, and it sets the stage for the next phase of growth,” says Judy Mellett, VP Product & Platforms, Channels and Customer Experience for LifeLabs.

The Dynamics 365 Field Service mobile app has played a significant role in making the modern MyVisit™ experience so successful. Its intuitive interface helps traveling lab technicians manage their appointments efficiently, even allowing them to easily modify their routes to reduce travel time. The centralized booking system gives client service team members and coordinators at-a-glance appointment details and status in an easy-to-navigate dashboard. Says Zayyan Chowdhury, Director, Digital Platforms & Mobile Lab Products for LifeLabs, “Our customers are busy caregivers, parents, and professionals. They choose MyVisit™ because it makes their lives easier, so, it was imperative for us to build a streamlined digital experience. Dynamics 365 enables us to do just that. From an intuitive customer-facing website to a robust app that our technicians use daily when fulfilling appointments, we are leveraging Microsoft tools across the service delivery chain.”

Considering care for the future

LifeLabs is staying true to its goal of bringing care closer to home by expanding its mobile service offerings to more regions, including remote communities in Canada. With the help of Dynamics 365 and Power Platform, LifeLabs plans to offer its customers and their healthcare providers the services they need to make informed decisions about their health, now and into the future.