Optimizing vs. Adopting New Technology: Key Questions to Ask Your Medical Information Provider

Is it better to optimize your current technology or adopt new tech for medical information management? Here are key considerations and questions.

Accurate and accessible medical information is a cornerstone of patient safety, satisfaction and better health outcomes. Empowering patients to access information in their preferred way — whether through automation, live interactions or other methods — improves the effectiveness of medical communications. As technology advances, patients naturally expect faster, more accurate and personalized service.

To meet this growing demand, organizations must decide whether to optimize existing systems or adopt new technologies. Experts agree there is a high return on investment to meeting customers where they are. A critical question follows: Is it better to optimize your current technology or adopt new tech for medical information management?

Avoid the tech trap: Assess before you invest

While the allure of new technology is undeniable, it’s essential to assess whether it truly meets your customer’s needs. In medical information, where cost-effectiveness and quality interactions are vital, adopting new tools without fully understanding the pain points of your current system can negatively impact communication quality, patient satisfaction and retention. An experienced medical information partner can offer expert guidance to help you make an informed decision. Instead of following the latest trend, take the time to evaluate whether new technology resolves your challenges.

Revitalize and optimize your existing tech

Before replacing existing tools, consider strategic upgrades that enhance functionality without the costs and disruptions of a full replacement. Optimizing existing systems may be the smarter, more cost-effective approach, leading to better patient interactions and a higher return on investment.

Immediate benefits for company and patients: Upgrading your existing systems provides immediate, tangible benefits by optimizing workflows, reducing administrative burdens and improving response times. It minimizes downtime, avoids steep learning curves of new technology and ensures continuity while boosting performance. Patients gain faster communication, more accurate information and increased engagement — strengthening both operational efficiency and patient satisfaction.

Addressing pain points without extra cost: New systems come with hidden costs beyond the initial purchase price — staff training, system integration and the time and resources spent on implementation and troubleshooting. Rather than abandoning your current system, targeted upgrades can resolve specific issues and improve functionality. This approach helps organizations meet evolving needs while maintaining continuity without the hefty costs of a full technology overhaul.

Ongoing commitment: Whether updating existing technology or implementing new systems, it’s never a “set it and forget it” investment. Continuous updates are essential to keep systems relevant and efficient. What’s cutting-edge today will eventually become outdated, and the decision to upgrade or adopt new technology will inevitably arise again. Just as important is the commitment to ongoing monitoring and maintenance. For example, AI doesn’t simply run on autopilot — it requires consistent oversight to evaluate performance, fine-tune outputs, and ensure it’s learning and improving over time. By balancing immediate needs with long-term strategy, organizations can extend the lifespan of existing systems while staying ready for future advancements.

Embrace the future with new technology and innovations

There are times when adopting new technology isn’t just beneficial — it’s necessary. For new tech to be successful, it’s essential to have a dedicated team to develop, implement and integrate the tool into existing workflows, ensuring seamless adoption and maximizing its impact.

Signs that adopting new technology may be the better option

Significant gaps in current system functionality: If your current technology is unable to meet critical requirements or evolving needs—such as scaling to support a global medical information team, integrating with other systems, or leveraging AI and advanced analytics for predictive insights—it may be time to explore new solutions. Scalability and modern capabilities are key to maintaining global consistency, meeting customer expectations, and staying competitive in a rapidly evolving landscape.

Obsolete existing technology or inability to integrate with new tools: If your technology is outdated, no longer supported by vendors, or no longer receiving updates, it may no longer be viable for continued use. Similarly, if it can’t integrate with newer tools like AI, agent assist or various cloud technologies, it could limit your ability to adopt advanced solutions. Upgrading to a modern platform with seamless integration can provide long-term value and functionality, offering improved performance and the ability to support emerging technologies.

Cost efficiency in the long term: If maintaining and optimizing your existing technology is becoming increasingly costly, yet it still doesn’t meet your needs, adopting a new solution may be the more cost-effective long-term choice. While a new system comes with upfront costs, reduced maintenance and enhanced functionality can deliver greater overall value.

The goal is finding the right balance between upgrading the existing systems and adopting new technology to maximize return on investment and better serve patients. By assessing the strengths of current technologies alongside new advancements, medical communications programs can be optimized for better patient experiences and improved health outcomes. This approach helps organizations get the most value from their investments while staying adaptable to future innovations.

Key considerations and questions to ask your medical information provider

When evaluating whether to optimize existing technology or adopt new solutions, there are many factors to consider. It’s essential to assess your organization’s current needs, long-term goals, and the potential impact on efficiency, cost and patient experience. To guide your decision-making process, consider the following questions.

Evaluating existing tech solutions

• Is the current technology meeting our needs, or are gaps limiting growth and future adaptability?
• What feedback do end-users (agents, patients, etc.) provide, and are there usability issues or inefficiencies from the user perspective that optimization could improve?
• Can these issues be resolved through upgrades and optimization of the existing system?

Assessing new technology — balancing old and new

• What are the potential benefits of the new technology?
• What is the expected ROI?
• What is the total cost of ownership (TCO) for the new technology, including training, resources, long-term maintenance and potential upgrades?
• How can we balance optimizing existing tech with adopting new innovations, while gradually introducing solutions to minimize disruption to operations and team workloads?
• How can we ensure a comprehensive approach to meet organizational goals and patient needs, and what metrics will measure the success of optimization or new technology adoption?

Moving forward with the right medical information partner to drive success

Balancing the optimization of existing technology with the adoption of new innovations is crucial for effective medical communication. There’s no one-size-fits-all approach when it comes to medical information technology. Each organization should evaluate where customer preferences, business objectives and ROI intersect to determine the right solution. By partnering with an experienced medical information expert who acts as a true strategic partner—and asking the right questions—you can identify solutions that best meet your overall needs and drive optimal outcomes for both your patients and your organization.

The PPD™ clinical research business of Thermo Fisher Scientific has more than 30 years of experience successfully supporting hundreds of pharmaceutical companies and product launches. We continually evaluate and refine our technologies to ease the burden on your team while delivering the highest-quality data and optimal user experiences. Whether optimizing existing solutions or implementing new ones, we offer tailored, fit-for-purpose technology that enhances customer engagement and anticipates your needs.

Ready to optimize your medical information technology? Contact our team of experts to explore how we can help you make informed decisions that enhance patient satisfaction, streamline operations and maximize your ROI.