Unilabs: Transformed Patient-Centric Services Across the Netherlands

Creating One Way of Working Across Four Labs

Over the course of several years, Unilabs had acquired four separate laboratories in the Netherlands, each using its own disconnected systems for HR, planning and scheduling, order management, and laboratory information. This fragmentation not only made things challenging to navigate for patients; it also created operational inefficiencies and increased the complexity of managing appointments, workflows, and data exchanges. Employees had to rely on multiple tools simultaneously, making it difficult to maintain consistent processes or scale services effectively.

To overcome these challenges, Unilabs launched the "One Unilabs" initiative with the goal of establishing a single, standardized way of working across all locations. The project centered on consolidating planning and pre-analytics processes using one single planning platform.

Key objectives included:

• Standardizing scheduling and logistics for both home visits and blood collection centers

• Replacing four distinct systems with one unified planning platform

• Reducing costs by consolidating licensing, hosting, and vendor contracts

• Streamlining digital workflows to improve employee and patient experiences

A Scalable, Digital Solution with Serviceware Resources

Unilabs selected Serviceware Resources to serve as the unified planning platform across its Dutch operations. The rollout began with the biggest lab in Amsterdam, which already had the most mature and efficient processes in place and served as a model for broader deployment.

As part of the implementation, Unilabs is planning to centralize the planning of blood collection center appointments, ensuring that all scheduling can be managed from a single source. For mobile home visits, the Serviceware solution now enables advanced route optimization, allowing employees to access their assignments on smartphones and navigate efficiently between patient locations. The platform also integrated seamlessly with existing order management and HR systems, enabling a smooth flow of information and reducing the need for manual coordination.

To support both field and administrative staff, Serviceware Resources provides digital tools for registration, scheduling, and communication — ensuring that every stakeholder, from planning teams and dispatchers to caregivers, operates on a shared, real-time system. Patients, too, benefit from this digital transformation: with self-service portals, they can schedule appointments quickly and conveniently.

Tangible Results Across All Touchpoints

• Operational Efficiency: Unilabs now supports all appointment types (home visits, center-based collections) via a single application.

• Paperless Processes: Entire patient journey and employee workflow now fully digital.

• Scalability: More than 600 users across multiple labs consolidated into one system.

• Improved Employee Experience: Staff now work with one interface instead of juggling multiple tools.

• System Cost Reduction: Lower licensing, hosting and integration efforts.

• Strategic IT Alignment: Serviceware Resources is embedded into Unilabs’ long-term architecture.

What’s Next: Extending Standardization and Insight

With four of five labs already live, Unilabs is moving forward with the rollout to additional sites, including the Utrecht region. Serviceware will become the central planning and scheduling platform across all Dutch operations. New projects aim to enhance the digital patient journey, monitor service KPIs, and expand system integrations — establishing Serviceware as the backbone of process automation.

A Collaboration Marked by Flexibility and Partnership

The transition to Serviceware was executed in iterative phases, minimizing risk and maintaining business continuity throughout the rollout. Despite tight timelines and technical interdependencies, the project remained on schedule, thanks to proactive project management and close collaboration between Unilabs and Serviceware teams: "They sat down with us every day to figure things out. Their flexibility and willingness to adapt made all the difference. The collaboration felt like true partnership – fast, hands-on, and focused on finding solutions," says Natascha Lindemulder-Assies, Project Manager IT at Unilabs.

The company continues to rely on Serviceware as a strategic partner to drive process standardization, scalability, and patient-centric innovation in laboratory services.