Case Study

How Omnicell Transformed Service Delivery with Kolme Group and Planview AdaptiveWork

Published

June 20, 2025

Client: Omnicell
Industry: Healthcare, Medical Devices, and Software
Kolme Experts: Kornelia Homewood and Grant McAllister
Client Contact: Peter Brown, VP of Professional Services 

About Omnicell 

Omnicell is a global leader in healthcare automation and medication management solutions. Their mission is to improve patient safety, streamline medication workflows, and support better clinical and financial outcomes for healthcare providers. 

With over 4,000 employees, including a 500-person professional services team, Omnicell delivers technology-driven solutions that make medication delivery safer and more efficient. However, as the company scaled its services, it became clear that their existing tools were no longer meeting the needs of their fast-growing operations. 

That’s when Omnicell turned to Kolme Group for help deploying a best-in-class PSA (Professional Services Automation) platform using Planview AdaptiveWork. 

The Challenge: Inadequate Tools Blocking Performance 

Before working with Kolme Group, Omnicell struggled with an outdated and fragmented services platform. The lack of unified tooling caused issues across their operations—slowing down execution, limiting visibility, and impacting customer satisfaction. 

“We needed a best-in-class PSA platform to unify our tools and drive improved customer experiences,” said Peter Brown, VP of Professional Services at Omnicell. 

The absence of a single source of truth created roadblocks in project planning, resource management, and customer engagement. For a company delivering critical healthcare solutions, the stakes were high—both for internal efficiency and external impact. 

The Goal: A Unified PSA Platform to Drive Results 

Omnicell’s leadership team wanted to move away from siloed systems and create an environment where their professional services team could execute seamlessly across regions and use cases. Their goals included: 

  • Improved operational execution 
  • Higher customer satisfaction 
  • Stronger financial performance 
  • Better planning and resource allocation 

To achieve this, they needed a powerful PSA platform—and the right consulting partner to implement it successfully. 

The Solution: Custom Planview AdaptiveWork Implementation by Kolme Group 

Omnicell partnered with Kolme Group to design and deploy a tailored Planview AdaptiveWork solution. The project was led by Kolme experts Kornelia Homewood and Grant McAllister, who brought deep industry experience and a strong focus on collaboration. 

“Working with the Omnicell project team was a true partnership,” said Kornelia Homewood.
“We worked together to ensure the solution met their goals, and that end-users were well prepared to adopt the new system.” 

Kolme focused on aligning Planview with Omnicell’s business structure, workflows, and strategic goals. They didn’t just configure the tool—they designed a solution that would scale and evolve with the company. 

Using industry best practices and lessons learned from other customers, Kolme helped Omnicell approach problems in new ways and build a future-proof system from the ground up. 

“Kolme helped us design and implement Planview to meet our unique business needs and long-term strategic objectives,” said Peter.


The Results: A Smarter, More Efficient Services Platform
 

The results of the implementation have been powerful and measurable. Since working with Kolme Group, Omnicell has seen major improvements across its operations: 

Improved Customer Engagement 

With streamlined service execution and better visibility, customer satisfaction scores have improved. Omnicell’s teams can now deliver with confidence, consistency, and clarity. 

Stronger Financial Outcomes 

Optimized workflows and accurate planning have led to greater cost efficiency and improved financial performance across the services organization. 

Better Employee Experience 

With an integrated PSA system, employees spend less time managing workarounds and more time focusing on value. The new platform supports productivity, reduces frustration, and promotes success at every level. 

Best Practices Adoption 

Kolme’s guidance extended beyond the launch. Their product education and strategic recommendations continue to help Omnicell get more out of the system. 

“Kolme helped us understand how to solve problems using best practices and applied other customer experiences to reframe our thinking,” said Peter. 


Looking Ahead: A Stronger Foundation for Healthcare Innovation
 

Omnicell’s PSA transformation with Kolme Group has created a solid foundation for the company’s future. As they continue to innovate and expand, their professional services team is now equipped with the right tools to scale operations, respond to customer needs faster, and improve healthcare outcomes around the world. 

With Kolme as a trusted partner, Omnicell is not just managing projects—they’re leading change in the healthcare industry. 

Key Takeaways 

  • Client: Omnicell, global leader in healthcare automation 
  • Challenge: Inadequate tooling and fragmented service systems 
  • Solution: Tailored Planview AdaptiveWork implementation with Kolme Group 
  • Kolme Experts: Kornelia Homewood and Grant McAllister 
  • Results: 
    • Improved customer engagement and satisfaction 
    • Better financial and operational performance 
    • Scalable PSA platform aligned with strategic goals 
    • Ongoing improvements through education and best practices 


Need to Transform Your PSA Operations?
 

If your service team is struggling with outdated tools or inefficient workflows, Kolme Group can help. Our experts bring hands-on experience, thoughtful design, and a collaborative approach to every implementation. 

Contact Kolme Group today to learn how we can help your organization build smarter systems, improve delivery, and scale with confidence.

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