This article is contributed. See the original author and article here.
In this blog series we are exploring the latest fraud-related events and issues on the rise in our digitized world. The first installment in the series explored account takeovers (ATO) and the $7 billion yearly loss affecting even the largest organizations.
In this post, we are examining three current trends contributing to increased fraud in the retail and e-commerce verticals:
Increased online transactions
Data breaches from the early pandemic chaos
Omnichannel fraud
This topic is especially timely as we are well into the holiday season. With the dramatic surge in online transactions driven by the pandemic, fraudsters are showing no hesitation targeting the unprecedented volume of new accounts and new methods for getting products and services to consumers. Deloitte is forecasting e-commerce sales to grow 25 35 percent with sales expected to reach $182 $196 billion, compared to a 14.7 percent increase in 2019.
1. Record setting creation of new online accounts
In April, ACI Worldwide reported a 209 percent year-over-year growth in global ecommerce retail sales. A significant contributor to this rapid growth is new customer accounts which now represent 30 percent of transactions, a fivefold increase from pre-pandemic times, according to Help Net Security. Less experienced online users are at increased risk of fraud, as they are less likely to employ advanced security steps. With the responsibility of providing quick and seamless customer experiences, retailers must protect customer data while keeping up with the surge in new customer accounts.
LexisNexis, 2019: “True Cost of Fraud”
The explosion of online shopping transactions is diluting the percentage of fraud attacks across all channels, giving the false perception they are on the decline. While the percentage is shrinking, the number of fraud attacks in real terms has risen. Large online merchants selling digital goods and physical goods have been hit hardest. They’ve seen an average monthly increase in fraudulent transactions of 37.1 percent and 14.3 percent, respectively, according to Digital Commerce 360.
Additionally, there’s been a 66 percent increase in fraudsters re-targeting websites that previously failed to identify their attacks. Often these repeat attacks are occurring in newer and more vulnerable areas of the customer journey including loyalty programs and return policies.
Also on the rise is the cost of fraud for United States-based merchants. Shooting up 7.3 percent from 2019, both store-based and online retailers are paying $3.36 for every $1 of fraud. For United States e-commerce merchants it’s $3.73 per $1 of fraud, according to Digital Commerce 360. What’s more, United States merchants in 2020 were projected to see roughly $33 billion in payment card fraud loses before the pandemic.
2. Perfect storm of record setting transactions for the holiday season
In a survey of 500 e-commerce companies, 96 percent agreed that this year’s holiday shopping season is more important to their business than in 2019.
However, it will also be a prime time for fraudsters to capitalize for a few reasons. Primarily it’s due to the same confluence of events that already made more fraud possible: high transaction volumes, minimal or legacy security measures, and merchants and users who are new to online retail. Second, is the speculation that fraudsters will operationalize data they’ve already stolen. Chaos and confusion early in the pandemic created opportunities for data breaches and social engineering scams. The holidays offer an opportunity to exploit that data with fraudulent purchases, money stolen, or rewards points and credits usurped, according to TechRepublic.
3. Omnichannel delivery is convenient for fraudsters too
With the overnight changes in the ways that retailers could sell and consumers could buy, omnichannel delivery options became a must. However, as merchants have been pushed to provide new channels to serve customers, it has exposed new vulnerabilities. Therefore, omnichannel fraud is also on the rise. Buy Online, Pick-Up In Store (BOPIS) fraud rose 55 percent, according to Help Net Security. This trend is expected to increase with the surge in online shopping over the holidays.
How Dynamics 365 Fraud Protection can help prevent fraud
While many of the challenges that retailers and e-commerce merchants are facing are a result of operating in a vastly different landscape, several are coming from their legacy fraud prevention systems. That fivefold increase in new users we mentioned earlier is taxing to a legacy systems’ ability to identify legitimate users. Companies trying to keep up with the overwhelming number of fraud signals often rely on systems that generate false positives, incorrectly rejecting legitimate and loyal buyers. During a time when a single transaction can seemingly make or break a business, merchants cannot afford to lose customers or sales.
Microsoft Dynamics 365 Fraud Protection helps merchants combat against the types of fraud and legacy security systems gaps that are threatening to make the holiday shopping season less than merry.
A cloud-based solution recently awarded the Juniper cybersecurity platinum award, Dynamics 365 Fraud Protection is designed to help e-commerce, brick-and-mortar, and omnichannel merchants protect revenue and reputation. Deploying adaptive AI technology that continuously learns, Dynamics 365 Fraud Protection defends against purchase, account, and omnichannel return and discount fraud while reducing operational expenses and increasing acceptance rates. It also safeguards user accounts from fraud exposure helping to retain customers and maintain satisfaction.
Dynamics 365 Fraud Protection offers three capabilities which can be integrated together or used individually, providing merchants the option to use the capability that best suits their business needs:
1. Account protection helps protect online revenue and reputation and safeguard user accounts from abuse and fraud by combating fake account creation, account takeover and fraudulent account access.
In the first trend above, new customer accounts represent 30 percent of transactions. These online users with weaker security could utilize account protection capability to help safeguard accounts. Businesses and merchants with account protection could protect their customers’ data by preventing fraudulent account access. Rather than worry about keeping their customers data safe, merchants can focus back on seamless customer experiences. With both fraud attacks and cost of fraud to United States merchants rising, there is no better time to add the account protection capability to your toolkit.
2. Purchase protection helps protect revenue by improving the acceptance rate of e-commerce transactions with insights and tools that help balance revenue opportunity verses fraud loss and checkout friction.
The second trend highlights the need for purchase protection. With a higher number of transactions and new online users entering their card information, purchase protection can help keep good customers happy while helping mitigate fraud loss.
3.Loss prevention helps protect revenue by identifying anomalies on returns and discounts arising from omnichannel purchases, enabling store managers and loss prevention officers to quickly investigate potential fraud and take action to mitigate losses.
Our third trend, omnichannel delivery, is a growing area for fraudsters to strike. Loss prevention helps analyze merchant’s data and to identify patterns of anomalies to increase merchants’ visibility into potential fraud on returns and discounts while notifying store managers so action can be taken to prevent losses. It’s time to fight Buy Online, Pick-Up In Store (BOPIS) fraud with the loss prevention capability.
This article is contributed. See the original author and article here.
To run an effective manufacturing and distribution operation, you need an accurate understanding of your inventory and where it’s located along the supply chain. What’s more, having clear visibility into your inventory has become critically important as organizations shift to omnichannel order fulfillment and distribution and therefore need to manage inventory located in multiple places at any given time, such as in different warehouses or on delivery trucks.
The Inventory Visibility Add-in for Dynamics 365 Supply Chain Management, now available for preview, helps large volume retailers and manufacturers accurately track global, cross-channel inventory in real-time. Built for scalability, the add-in can handle a high volume of transactions every minute. With the Inventory Visibility Add-in, you can mitigate stockouts and overstocking that tend to happen when you lack visibility into all the inventory you have on hand at any given moment.
Feature highlights
The Inventory Visibility Add-in for Dynamics 365 Supply Chain Management (preview) enables real-time global inventory visibility with external systems:
All information that relates to on-hand inventory is exported in near real-time through low-level SQL Server integration. On-hand inventory changes post to the inventory service with a specified index, modifier, and dimension values. Real-time queries on RESTful APIS enable the retrieval of a list of available positions. You can also query across legal entities to get a single global view of inventory positions.
Partitioning defines a scheme that allows for small groupings of data while still allowing for meaningful data queries, thus significantly improving the performance of the inventory visibility. Site and warehouse are the default partition keys for the Inventory Visibility Add-in.
Indexing provides the flexibility to configure queries on the dimension or a combination of the dimensions.
The add-in is highly scalable as a microservice and built on Microsoft Dataverse, which supports extensibility, provides better data management, and gives you the ability to build Power Apps and use Power BI for advanced customizations.
Integration with third-party and ancillary systems
The Inventory Visibility Add-in is extensible and integrates easily with third-party systems:
Configuration of the add-in standardizes how inventory changes are posted, organized, and queried across the multiple systems.
Supply Chain Management is the default data source for the add-in. You can add new data sources to the inventory system configuration entity to connect with third-party systems.
When a data source posts an inventory change, the add-in posts with the physical measure, which is a list of modifiers that reflects a summary of the inventory transaction status. New physical measures can be configured for custom inbound or outbound change modifiers from the new data source.
The custom calculated measure allows the configurable calculated quantities for the query output.
This article is contributed. See the original author and article here.
In this atypical year, many of us have discovered a new sense of appreciation for our computers as critical tools to get work done. Now more than ever, we are all looking for new ways to be productive on our laptops and desktops. At Microsoft, we are committed to delivering great Microsoft 365 experiences that help our customers work easier and faster on their favorite devices. With this in mind, we want to share some of the latest Microsoft 365 innovations that can make you even more productive on a Mac.
Universal app support for Macs with M1 is here
We are excited to announce that starting today we are releasing new versions of many of our Microsoft 365 for Mac apps that run natively on Macs with M1. This means that now our core flagship Office apps—Outlook, Word, Excel, PowerPoint, and OneNote—will run faster and take full advantage of the performance improvements on new Macs, making you even more productive on the latest MacBook Air, 13-inch MacBook Pro, and Mac mini. The new Office apps are Universal, so they will continue to run great on Macs with Intel processors. The apps are not only speedy, but they also look fantastic as they have been redesigned to match the new look of macOS Big Sur. Here is a peek at Outlook on the new 13-inch MacBook Pro.
If you have automatic updates turned on, you will start to receive these updates today. Otherwise, you can go to the Mac App Store and click the Updates tab, or with Microsoft AutoUpdate, you can go to your Office app’s Help menu and choose Check for Updates. Plus, find more commonly asked questions on our support page.
With more than 115M daily active users, Teams has become a critical part of the way many people are navigating the current situation. Teams allows you to meet, chat, call, and collaborate all in a single app. And, when people work in Teams, they all get the full breadth and depth of Microsoft 365. Microsoft Teams is currently available in Rosetta emulation mode on Macs with M1 and the browser. We are working on universal app support for M1 Macs and will share more news as our work progresses. Download the Teams app for your Mac here now.
Microsoft 365 experiences made for Mac
Over the past months, we have redesigned the experiences in our flagship apps for Mac with a focus on simplicity to improve ease of use. The new Outlook for Mac looks great with a redesign that matches the new look of macOS Big Sur, and an updated Office Start experience for Word, Excel, PowerPoint, and OneNote for Mac that incorporates the Fluent UI design system. This means that Microsoft 365 apps enable you to be more focused with immersive experiences that are easier to use right from the first screen. Experiences that feel both unmistakably Microsoft 365 and include elements that are native to the look of macOS so they are also unmistakably made for Mac. The new Office Start experience will be available next month.
We continue to learn how customers want to use our products through continued feedback. So, thank you to each and every one of you who have shared your experiences with us. Today we are pleased to announce support for iCloud accounts in the new Outlook for Mac. This will enable you to organize work and personal emails, contacts, and calendars together in one app so it is easier for you to stay connected to what matters. We will start to roll this out using the new Outlook for Mac in the coming weeks.
Work your way
Another area of focus is to make our Microsoft 365 apps work the way you do. Through many new innovations on our Mac apps, our goal is to help you get work done in more simple and intuitive ways.
Tell Me is a search box that quickly gets you to the Office tools you need or actions you want to take by just typing what you are looking for in Word, Excel, PowerPoint, or OneNote for Mac. Microsoft Search in the new Outlook for Mac allows you to type out your query or question using language you use every day to find emails, events, and files—no fancy syntax needed. These capabilities help simplify how you use Microsoft 365 apps to achieve more and are now available to all Mac users.
A commonly used productivity hack is to use your phone to capture images of important information you want to work on. With Data from Picture, you can take a photo of a table directly on your iPhone and turn it into data you can edit in Excel for Mac. This handy new feature uses Continuity Camera on your Mac and is also available now.
Voice input is a growing part of our digital lives and can be a great way to simplify your workflow. A new dictation toolbar with voice commands for creating content with your voice is coming to Word and Outlook for Mac. In addition, to help you check spelling, correct grammar, and get writing style suggestions, we will enable Microsoft Editor in Word for Mac. We plan to make these updates available to customers with access to Microsoft 365 for Insiders in early 2021.
New ways to work together
The shift to remote work highlights the need for teams to collaborate with agility, while ensuring sensitive data stays secure and meets compliance requirements. Our Microsoft 365 app teams have been busy getting modern collaboration and compliance capabilities ready so you can work from home more effectively on your Mac.
Sharing your calendars in Outlook with your co-workers helps you manage your time more efficiently. By giving access to participants’ calendars through simplified permissions, planning meetings and events is quick and easy. Based on the Microsoft sync technology and connected architecture, Outlook can provide reliable and faster synchronization of calendar events across Mac, Windows, iPhone, Android, and Web, keeping you on track of your time your way. The new Outlook for Mac will support shared calendars for customers subscribed to the Office Insider Mac Beta Channel in the first months of next year.
When creating new content as a team, the ability to collaborate around documents and presentations becomes especially valuable when your team is not in the same location. The new modern commenting experience in Word for Mac enables a contextual view of comments that allows you to focus on your content without missing active comments by contributors and reviewers. Modern commenting also includes improved @mentions in PowerPoint and Word for Mac that make it easier to reply to comments. The new @mentions experience is available now in PowerPoint for enterprise customers. Modern commenting for Word is in the Office Insider Beta Channel now and coming to Current Channel Preview in February 2021.
Have you ever collaborated with someone in a worksheet and suddenly your view changes and you are unable to finish your work? This can often happen when an active collaborator adds filters or sorts the data in a table of a shared worksheet. Excel sheet view is a new way to create customized views to sort and filter your data without disrupting what others see. This capability is an example of customer-driven product improvement and is now available on Excel for Mac.
Last, but certainly not least, Microsoft Information Protection sensitivity labels allow you to classify and protect your organization’s data with minimal effort through manual and automatic content labeling. Manual labeling is available on Word, Excel, PowerPoint, and Outlook for Mac. Automatic labeling is coming to these same apps for Microsoft 365 E5 customers in early 2021.
We are excited about the Microsoft 365 innovations we are delivering for our Mac user community and would love to hear your feedback about your experience using our latest features. If you want to try out new Office features first and make a difference in the products you use every day, please join the Office Insiders and check out the Mac channels.
Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.
This article is contributed. See the original author and article here.
With many retailers extending online holiday sales, consumers are taking advantage of the ease of shopping from home. Online shopping can also enable more impulse buying, which in turn increases the likelihood of returns and cancelations and can open the door to abuse and fraud. Merchants need the right tools and controls to help reduce fraud and maximize their holiday revenue.
Here are some proactive and reactive ways to mitigate fraud and related losses during the high-volume holiday sales season.
Do a fraud check before the order is shipped
While it is common to do a fraud check at the time of checkout for online purchases, another effective method to protect against fraud is to do an assessment before the order is ready to be shipped. This will ensure that any change in the status of orders, during the time elapsed since checkout, gets accounted for. To get an idea of the fraud vulnerabilities that exist in your system, try to identify a user placing several orders repeatedly and then canceling the orders.
Doing this additional fraud check also helps prevent the loss of goods and saves the associated shipping costs. It’s especially important for your retail business, when most of what you sell are physical goods the fraud loss could influence the overall profit efficiency of your business.
To reduce loss, you can create a segment of high purchase value products and apply a distinctive fraud strategy for that segment. In addition, if you have a manual review process in place for reviewing orders, you can control the overall manual review volume by choosing to send orders for products that experience a high-fraud rate category instead of sending all orders for review.
Frequently look for patterns in consumer purchases
While proactive ways to stop fraud are ideal, another way to detect fraud is to reactively look for patterns in bulk data from the most recent orders.
Running anomaly detection on purchase orders placed in the last hour, identifying outliers in the data, and sending those specific outliers for further investigation is a good control that complements the real-time fraud checks.
This is also a good feedback loop for the real-time systems that use artificial intelligence to improve precision and accuracy in identifying fraudulent orders. A reactive fraud strategy is a good way to supplement overall fraud controls that are already in place.
Deriving insights through reporting
In addition to responding proactively and reactively, having robust reporting can provide additional insights and enable analytics. The ability to drill down to a specific product level to review transaction lines, see the specific reason code applied, and having access to the entire journal would enable fraud analysts and investigations teams to make decisions rapidly. Setting up alerts on when specific conditions and thresholds are met for products (or markets) that have been traditionally subject to fraud gives you the ability to respond quickly and adjust fraud strategies rapidly.
How Microsoft can help reduce post-purchase fraud loss
Reactive fraud assessment features can help to identify specific vulnerabilities existing at the store, point of sale, product levels, and so on. The Dynamics 365 Fraud Prevention tool provides a risk-based ranking of staff and point of sale terminals, analyzes underlying transaction data, and helps drive investigations. It provides the ability to drill down to specific transaction lines and review what reason codes were applied by the staff at the point of sale to order. This helps fraud investigators understand which business process such as returns, cancellations, or price overrides is the most susceptible to abuse. It also helps to identify where controls are needed the most (such as region, district, or store). Running your reactive fraud processes frequently will help your overall fraud strategy to be more effective over time.
Next steps
If you are currently using Dynamics 365 Fraud Protection, you can get a fraud check in real-time. The scorecard gives you a real-time view of the performance and support tool that helps to search and investigate all transactions including risk information and history. You can also enable loss prevention, which is based on anomaly detection for protecting against the abuse that happens in relation to returns and cancellations.
This article is contributed. See the original author and article here.
If you’re responsible for the smooth operation of warehouse operations across your organization, you know that managing inventory, machines, people, and resources efficiently while meeting tight delivery deadlines means that you need to have resilience in your supply chain. To help companies like yours execute mission-critical manufacturing and distribution processes without interruptions, we recently announced a preview for cloud and edge scale unit add-ins for Dynamics 365 Supply Chain management.
So how can your company benefit from cloud and edge scale units? One effective tactic is to place scale units near the location where production work is donewhether that’s in the cloud or right inside the four walls of the warehouse facility. That way, you can take advantage of the dedicated capacity that scale units provide.
Monogram Foods Solutions is a leading manufacturer and marketer of value-added meat products, snacks, and appetizers. Their team is participating in the preview. As noted here, they’re having great success with scale units:
“Our frozen goods warehouse has a tighttime constrained picking process, and it is critical for our warehouse team to have a consistent and reliably quick response throughout the entire picking operation. The architectural design of the solution ensures that these critical warehouse workloads are isolated from the rest of our operations, eliminating points of contention during these time-sensitive processes.”
Transition to workloadsforresilientwarehouseexecution
You can find more information about what scale units are and how to set them up for the warehouse executionworkload inthe documentation.In this blog post, we’re going to take a deeper look into how to implement dedicated scale units.
With theworkloadforwarehouseexecution,you cantransition theexecution phase of warehouse processes intodedicatedscale units.The workload definesthescopeof business processes, data, andpoliciesincluding rules, validation, and ownershipfor what runs in thescale unit.Inbound, outbound, and otherwarehouse management processeshave beensplit into decoupled phases for planning, execution, receiving, and shipping.
After you configure the workload, the workers on thewarehousefloorcontinue to go through the work,like choosing the mobile warehousemanagement experience,connecteddirectlyto thededicated processing capacity in thescale unit.
Hybrid multi-node topology makes it all work
Inthehybridmulti-node topology,individual nodes are responsiblefor pieces in the distribution processes.The hub supports data management, warehouse process management, and release of orders to the warehouseand as well as some finalization steps, depending on the scenario.
For inbound warehouse processes, the responsibility of the workload on the scale unit beginswhen thepurchasing agentreleasespurchase ordersto the warehouse.Itusesrecordsofthe newtype ofwarehouseordersto trigger theworkforthe warehouseclerkson thefloor.
A copy of the relevant inventoryisavailable on the scale unit and isconstantly keptin syncwith the central inventory. For temporarily disconnected edge scale units, this local inventory acts as alocal cache, so the warehouse workercancompletework like put-away,independentlyof thescale unit.
As soon as warehouseworkershave completedatask, the cloud hub runs thenext steps.In the public preview,thisincludesthe generation of thereceiptsfor the receiving process.The transition happensinstantaneouslyifthe (edge) scale unithasconnectivity.
Sales clerksfindsupportinoutboundwarehouse processeswhenreleasingsales orders to the warehouse.Theworkload in thescale unit will apply the relevantwave processing methodandwarehouseworkerswillperformtaskslike picking.From there,theshipping processwilltakeover. Tasks likethe packing slip generation willstill continue onthe cloud hubin the previewversion.
The workload for warehouse execution supports additionaloperations that runfullyon the scale unit.Warehouse workers caninquireaboutitems,itemlocations,and license plates,as well as moveitemswithinthe warehouse.
Take away: Scale units help you to build resilient warehouse execution
Dynamics 365 Supply Chain Management transitions to a multi-node supply chain topology. This allows customers to build resilience by deploying scale units in the cloud or on the edge with built-in redundancy and flexible management.
The warehouse execution workloads in the public preview show how business processes support resilience in this hybrid multi-node topology for supply chain management. Microsoft will continue finetuning the responsibilities of workloads in scale units based on customer feedback to address the most common use cases out of the box.
In the upcoming Spring release updates, you will find several important enhancements. Warehouse workers in outbound scenarios can perform simple picking and loading work for transfer orders on scale units. Label printing will be available on scale units, including support for wave labels. Further enhancements include cluster picking, wave processing for shipments, change of workers, cancelation, location movement, and completion of work for sales and transfer orders.
Nextsteps
Learn moreabout cloud andedgescaleunits and other important topics in the documentationfor Dynamics 365 Supply Chain Management.
This article is contributed. See the original author and article here.
With the global disruption of the pandemic, healthcare organizations are particularly challenged to promote telehealth services and engage patients and providers while adhering to strict compliance and security regulations. Marketing automation and customer relationship management (CRM) tools such as Microsoft Dynamics 365 Marketing and Microsoft Dynamics 365 Customer Insights are expanding the ways in which healthcare organizations can create communications that are personalized and relevant while respecting those regulations.
A centralized system must be secure and speedy
Sharing information across its health network is at the center of Healthdirect Australia’s mission. The nonprofit helps a population of more than 25 million Australians access the right healthcare at the right time by providing government-funded telehealth services through helplines, video calls, an online symptom checker, and a mobile app. It also delivers information to other health organizations about benefits for their customers, including service enhancements, product launches, and other advances.
To build a reliable and flexible engagement platform that could distribute information while maintaining data privacy, Healthdirect Australia chose to move to Dynamics 365 Marketing.
“We needed a centralized system to help us improve consistency and remove the risk of content duplication,” said James Harris, Marketing Manager of Healthdirect Australia. With that system now in place, the organization is further extending its value, as Dynamics 365 Marketing is being used to increase productivity by bringing HealthdirectAustralia’s data together in one place.
“Before using Dynamics 365 Marketing, we couldn’t adequately scale our communications,” says Harris. “Now, we can scale as required to share information and quickly provide Primary Health Networks with the latest messaging about our services. Our speed of delivery has gone from weeks to days [and] we’re able to get our message out to the right contacts much more quickly than we could before. When COVID-19 hit, we used Dynamics 365 Marketing to communicate with the Primary Health Networks, which then distributed that information to health workers on the front line.”
One industry, many concerns
The complexities, dynamics, and regulatory concerns of healthcare organizations are increasingly finding solutions in powerful marketing automation and CRM products.
Microsoft is moving quickly and strongly to meet the demands and requirements of healthcare’s fast-tracked transition to digital. Although many organizations were focused on digital transformation even before the global health crisis of 2020, the pandemic drove rapid innovation from solution providers. Dynamics 365 Marketing and Dynamics 365 Customer Insights increased their focus on the unique needs of healthcare in extraordinary circumstances.
Perhaps the most impact will come from Microsoft‘sfirst industry-specific cloud offering, Microsoft Cloud for Healthcare. This initiative willenhance patient engagement, empower health team collaboration, improve clinical and operational insights, and make it faster and easier to provide more efficient care. Significantly, Microsoft Cloud for Healthcareis designed with the regulatory guidelines that healthcare is bound by in mind. It helps ensure the end-to-end security, compliance, and interoperability of health data.
Commitment to compliance
Whenever an organization is dealing with people’s healthcare information, security and compliance are top-of-mind concerns. Those organizations should know that Dynamics 365 Marketing helps them meet HIPAA-compliance at the highest level. Microsoft Dynamics 365, along with other Dynamics 365 apps and Microsoft solutions, has received certification for the HITRUST CSF as Microsoft is one of the first hyperscale cloud service providers to receive this certification.
At the company level, this means one large concern is a checked box.
“Because Microsoft helps keep Dynamics 365 Marketing compliant with data protection standards in the Australian Government Information Security Manual, we have complete peace of mind that its data security meets our requirements.”Paul Noone, Office 365 Administrator and Developer, Healthdirect Australia
Stop the siloing: information-sharing made secure
Complying with patient record confidentiality while striving for more personalized in-patient communications is a key challenge of the digital transformation of healthcare, due to the sensitivity of the personal information being handled, including patient demographics and medical histories.
Like many healthcare providers, Dayton Children’s Hospital in Dayton, Ohio used a siloed approach, storing clinical information in one system, managing call logs in another, and handling web registrations and marketing contacts in another.
However, the separation of information hampered both the care teams and the marketing team. Dayton Children’s Hospital decided to address the situation using Dynamics 365 Customer Insights to close the gap and establish a scalable, highly-secure, and HIPAA-compliant data foundation that spanned both clinical and marketing information.
Now, the Dynamics 365 Customer Insights foundation allows the marketing team to easily create new dynamic segments based on patient age, guarantor’s address, and other relevant personal activity information such as sports-related injuries. Those segments can then be pushed to Dynamics 365 Marketing for marketing campaigns.
As a result, Dayton Children’s Hospital has gained the ability to give its marketing campaigns the information to create personalized messaging while being fully confident of its HIPAA compliance: a closed-loop marketing process between Dynamics 365 Marketing and Dynamics 365 Customer Insights.
A successful healthcare organization has information management challenges as part of its ongoing operations. Optimizing all its information to communicate and serve patients while providing safeguards for privacy is a delicate balance that is readily achievable using Dynamics 365.
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