Spectrum Health

Consolidates, Modernizes Retail Operations and Saves $300,000
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Spectrum Health

Recognized as one of the nation’s 15 Top Health Systems by Truven Health Analytics® and ranking in the top 1% of hospitals across the nation by Healthgrades analysis, Spectrum Health is a leader in the health care community.

The nationally recognized not-for-profit health system creates consistent, high-quality health journeys for consumers; it was important for Hospitality Support Services leadership at Spectrum Health to create the same consistency and experience in its retail operations.

With multiple hospital locations and more than 31,000 employees, Spectrum Health needed a scalable solution to help manage its retail operations enterprise-wide. They turned to CBORD for help.

Its flagship Grand Rapids campuses had successfully used CBORD’s point-of-sale and cashless payment software since 2015, according to Kevin Vos, senior director of hospitality support services at Spectrum Health.

“We were pleased with the results and liked it enough to consider it as the viable option to handle a scalable solution,” said Vos. “We knew it needed to be flexible enough to give us adaptability in a rural or a critical access hospital while also providing that same support and flexibility we were accustomed to at our larger flagship hospitals.”

Challenge

Spectrum Health was operating 12 hospital locations that each used a different system to support its retail operations. These separate software systems made it difficult to manage daily transaction data, required unnecessary manual processes, and involved time-consuming system upgrades and maintenance. Each a contributing factor in driving operational costs upward.

Solution

Spectrum Health worked together with CBORD to establish a single, comprehensive solution to support an improved retail operation and customer experience. It implemented a scalable offering that included multi-property point-of-sale configurations, modernized POS capabilities through leading-edge software and hardware including automated self-serve kiosks, and an integrated system to track and manage employee purchases.

Results

As Spectrum Health worked to redefine its retail operation and café experience, it also sought innovative ways to increase value and more efficiently utilize its skilled team members through automation at its point-of-sale registers using the Simphony solution and self-service kiosks.

“Our team saw an opportunity to stand up an automated checkout process to realize efficiencies through automation on a larger scale,” said Vos. Having added one automated…

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Spectrum Health Case Study

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