Brookdale Senior Living: Making Coupa Work Across a Multi-Site Operator

The challenge

Senior living is procurement at scale across hundreds of communities: food service, medical supplies, facilities, and services bought by people whose job is care, not purchasing. Coupa had to fit Brookdale's processes and its ERP, and suppliers had to actually use it.

What we did

DataMap learned Brookdale's business processes before configuring around them, mapped the Coupa-to-ERP flows so the end-user experience held together, and took ownership of proactively onboarding vendors onto the Coupa platform. Post-go-live, the team kept resolving issues and identifying problem areas before they became tickets.

Results

Brittany Muirhead, Senior Director of Procurement:

"Working with DataMap is phenomenal. They learned our business processes and helped us navigate situations that we may not have thought about, and they know how to make the different processes work with ERP systems, which benefits the end user. DataMap brings a depth of knowledge of procurement and best practices to help to fill in the gaps and simplify the transformation."

James Childs, Product Owner:

"DataMap knows the Coupa product inside and out and will aggressively resolve issues and proactively identify problem areas and address them. DataMap has also helped us improve many of our processes to optimize employee productivity and proactively onboard vendors to the Coupa platform. Lastly, DataMap has an uncanny ability to make you feel like you are their only customer and everything revolves around you."

What made the difference

• Process first. Configuration followed how communities actually buy.
• Supplier enablement as a deliverable. Vendors were onboarded proactively, not left to self-serve.
• A support desk that finds problems first. Issues resolved aggressively; problem areas identified before users hit them.