Mercy Digital Transformation Initiatives

About the Customer

Mercy Health, a charitable institution, operates hospitals, physician practices, outpatient clinics, health plans, and related health and human services.

Scope and Challenges

Mercy was able to save $4.3 million, in the first year after implementation, by leveraging SAP Solutions to improve nurse scheduling efficiency -- and thereby reducing agency and overtime staffing.

Mercy’s realized that using the SAP Analytics Platform is key to drive efficiencies while ensuring delivery of premium patient health care. Mercy estimates that they have approximate a $50 million opportunity that they can realize through better alignment of existing resources.

In July 2016, the first steps of the implementation were transitioning data into SAP HANA, implemented SAP Lumira for visualization and SAP Predictive analytics to support innovations in resource scheduling.

Provided to Center of Excellence working with nurse managers to look for opportunities for improved resource scheduling. They did a road show with managers and directors. They walked them through how to address the opportunity and spent time with them to make sure that they understood what was needed to but also to make sure that the results would be sustained.

Implemented SAP Lumira for visualization and SAP Predictive analytics to support innovations in resource scheduling. Impacts over 14,000 Mercy Coworkers.

July 2017 – program in full swing and realizing benefits.

Early 2018 – Due to the success of scheduling project, Mercy initiated a broader workforce analytics initiative (focused employee retention, etc.).

Outcome and Implications

With the implementation of SAP HANA, SAP BusinessObjects, and SAP Lumira, Mercy is able to better understand where the leakage could occur, look at schedules, fill rates, and cancelations, and predict, plan for, and proactively adjust resources accordingly – and to stem the leaks before they started. Besides SAP software solutions, Mercy has implemented Kronos which is offering Mercy Hospital a fully integrated solution including time and attendance, human resources, payroll, employee scheduling, absence management, and hiring applications.

Some of the benefits from the implementation are:

  • Improving the efficiency of the scheduling solution, and thereby cutting costs.
  • They can predict demand from patients and available capacity by skill to meet that patient need. Identify what changes to make to ensure
  • Elimination of manual report collation -- thanks to an overview of all resource management factors in one solution.
  • Insight into performance trends to help forecast care needs by type, location, resource, and cost.
  • Built-in capacity for innovation to stay ahead of emerging issues in the healthcare market.


“Now that we’re improving the use of Mercy’s nursing staff and being better stewards of our resources, we believe it will lead to better care and more satisfied patients.” - Michael Gillen, System Vice President of Operations, Mercy.

“Using predictive analytics, we are able to understand when and how we risk under using our valuable human resources. Then we can redirect them where they’re needed and operate at full capacity.” - said Kyle Falkenrath, Director of Labor Strategy Alignment and Governance, Mercy.


615 South New Ballas Road
Saint Louis, 63141 , MO
Industry Employees Revenue
Healthcare Subscribe Subscribe

Enterprise Software and Cloud Applications Purchased by Mercy

Vendor Old Product New Product Function Market Users VAR/SI When Live
Cisco Systems Legacy Applications Cisco Unified Contact Center Enterprise Contact Center Solution CRM n/a n/a 2015 2016
Subscribe Subscribe Subscribe Enterprise Resource Planning ERP Financial Management Subscribe Subscribe n/a n/a
Subscribe Subscribe Subscribe Workforce Management HCM Subscribe Subscribe 2017 2017
Subscribe Subscribe Subscribe Treasury and Risk Management TRM Subscribe Subscribe 2011 2012
Subscribe Subscribe Subscribe Business Intelligence Analytics and BI Subscribe Subscribe 2013 2018
Subscribe Subscribe Subscribe Customer Relationship Management CRM Subscribe Subscribe n/a n/a
Subscribe Subscribe Subscribe Data Discovery and Visualization Analytics and BI Subscribe Subscribe 2016 2016
Subscribe Subscribe Subscribe Analytics and BI Analytics and BI Subscribe Subscribe 2017 2017

IT Decision Makers and Key Stakeholders at Mercy

First Name Last Name Title Email Phone
Subscribe Subscribe Sr. V.P. CIO Subscribe Subscribe
Subscribe Subscribe Manager - Data Analytics & Engineering Subscribe Subscribe
Subscribe Subscribe Director - Resource Optimization Subscribe Subscribe
Subscribe Subscribe Director, Communication Center Subscribe Subscribe
Subscribe Subscribe System Vice President of Operations Subscribe Subscribe
Subscribe Subscribe Business Intelligence Manager Subscribe Subscribe