With more than 10,000 intake requests per year, MCG relied on a highly complex Excel file—internally known as “the Bible”—to manage new treatment submissions. This file required intensive searching, manual data entry and email-based back-and-forth to collect missing information. These issues created: Extremely long onboarding times (up to six months to train staff) A lack of central oversight and limited insight into intake volumes or bottlenecks High administrative pressure and risk of errors Slow processing of requests, affecting client flow and waiting times To create a scalable, reliable and efficient intake process, MCG needed a central digital system that automated decisions, ensured data quality and provided immediate clarity for both staff and clients.
Business Need: With more than 10,000 intake requests per year, MCG relied on a highly complex Excel file—internally known as “the Bible”—to manage new treatment submissions. This file required intensive searching, manual data entry and email-based back-and-forth to collect missing information. These issues created: Extremely long onboarding times (up to six months to train staff) A lack of central oversight and limited insight into intake volumes or bottlenecks High administrative pressure and risk of errors Slow processing of requests, affecting client flow and waiting times To create a scalable, reliable and efficient intake process, MCG needed a central digital system that automated decisions, ensured data quality and provided immediate clarity for both staff and clients.
Solution: Ciphix developed a fully digital and automated intake workflow using Mendix low-code. The new solution replaces Excel and email-driven processes with a streamlined, rule-based system that supports operational staff and integrates directly with the client portal. Key capabilities Automatic registration of new treatment requests, eliminating manual Excel entry Immediate eligibility checks, including whether treatment is possible, what type and at which location Automated document requests, with all required files linked directly to the correct intake Task automation, routing specific actions to the right practitioner via the client portal Real-time monitoring of intake status, reducing uncertainty and miscommunication Mobile- and desktop-ready interface, ensuring accessibility for staff and clients The solution centralises all information, simplifies decision-making and provides complete visibility across the entire intake funnel.
Results: 2,500 hours saved per year through automation and process optimisation Elimination of manual Excel files, reducing errors and onboarding complexity Faster client routing, with immediate clarity on treatment options and locations Automatic collection and linking of required documents, improving data accuracy Clear task distribution to practitioners, reducing delays and administrative load Real-time insight into intake progress, enabling better planning and shorter waiting times Significant reduction in miscommunication, thanks to a structured and transparent workflow A scalable digital foundation that supports future enhancements and hybrid care delivery