Coordinated Services Management (CSM) is a senior living management organization supporting 21 locations and a corporate office. As the organization grew, each location operated independently and managed its own technology vendors and systems, creating a highly fragmented IT environment.
That fragmentation carried real cost. CSM was carrying seven separate managed service provider contracts, 21 individual Microsoft licenses, and multiple financial and EHR platforms, with no standardized policies or unified systems tying them together.
Without an IT leader at the corporate level, technology decisions were reactive rather than strategic. CSM engaged Hartman to provide expert IT leadership and guide the organization from a decentralized model to a centralized one.
The Challenge
Lead line: As CSM scaled, the cost and risk of a decentralized model became more pronounced:
- Seven separate MSP contracts and 21 individual Microsoft licenses inflated costs and created redundant spend
- Each location managed its own vendors, leaving no consistent standards or accountability for IT service delivery
- Multiple financial and EHR platforms limited reporting consistency and data reliability across the organization
- No unified security posture meant risk was managed unevenly from location to location
- The absence of corporate IT leadership kept technology decisions reactive, limiting both scalability and innovation
Left unaddressed, this approach would have continued to drive up operating costs while exposing the organization to inconsistent vendor performance and gaps in its security posture.
The Solution
CSM engaged Hartman as its fractional CIO to implement a comprehensive IT leadership strategy and guide the organization through a structured change management process. The first step was to separate IT leadership from the MSP selection, which ensured unbiased recommendations and clear accountability for results.
From there, Hartman consolidated 21 Microsoft licenses into a single corporate agreement, reducing both complexity and cost. MSP contracts were streamlined from seven to two, aligned strategically by region to provide better coverage and 24/7 support. Hartman also advised on the selection of one financial system to unify operations across all locations.
Beyond vendor consolidation, Hartman centralized technology governance and introduced accountability for IT service delivery. Together these initiatives created a scalable roadmap for future growth and positioned CSM to treat technology as a strategic asset rather than a fragmented necessity.
Results That Reduced Cost and Complexity
The transformation delivered measurable and long-term benefits. Consolidated licensing, fewer vendor contracts and centralized governance generated substantial cost savings while improving service quality across all 21 locations.
The ROI was significant, factoring in reduced licensing fees, streamlined contracts and operational efficiencies. Beyond the financial gains, CSM now operates with greater efficiency, resilience, data reliability and confidence in its technology investments.
Substantial Cost Savings
Consolidating 21 Microsoft licenses into a single corporate agreement and reducing MSP contracts from seven to two lowered operating costs and eliminated redundant spend.
Simplified Vendor Management
Two regionally aligned MSP partners replaced seven independent relationships, improving service quality, coverage and accountability for IT service delivery.
Centralized IT Oversight
Corporate-level IT leadership and centralized governance mitigated business risk and enabled consistent technology standards across every location.
A Scalable Foundation for Growth
A unified financial system, standardized policies and a documented technology roadmap positioned CSM for future scalability and innovation, with improved staff and resident satisfaction along the way.
