American Logistics is building its medical transportation future in the cloud
This healthcare transport leader replaced its legacy systems with a cloud-native AWS platform, gaining streamlined operations and scalability for growth.
Industry
Healthcare
Challenge
Replace legacy systems with a unified scalable platform capable of managing complicated, customized requirements for non-emergency healthcare transportation.
Outcome Deployed a purpose-built, cloud-native, AWS environment to deliver automated efficiency, platform scalability and better customer experiences. Solutions Cloud, Cloud Adoption & Migration, Application Modernization, Data Platforms Amazon Web Services (AWS)Professional & Managed Services
Professional ServicesCustomer
American Logistics has been providing mobility services since 1999 in the education, ADA mobility and non-emergency medical transportation management sectors. Headquartered in St. George, Utah, the company is a critical bridge between healthcare insurers and local transportation providers nationwide.
The company specializes in coordinating non-emergency medical transportation for Medicare and Medicaid beneficiaries who lack access to reliable transportation for healthcare services. American Logistics manages complex transportation logistics, from eligibility verification and benefits coordination to strict compliance with multiple insurance providers' requirements. Its services range from unrestricted medical transport to specialized programs like the Veterans Administration (VA).
Through its comprehensive transportation management services, American Logistics helps ensure that a lack of transportation doesn't prevent patients from accessing the healthcare they need — from doctor's appointments to pharmacy visits — ultimately contributing to healthier outcomes for members.
"When I look at Rackspace, they're the people on the team helping us deliver on our vision of delivering the best customer experience we can provide in healthcare transportation.”
Situation
The company had built its digital operations with off-the-shelf software originally designed for taxi companies, combined with custom database procedures. While this approach initially worked, it created operational complexities that impacted the company's growth potential.
The reservation process required customer service representatives to master the specific requirements of each insurance provider's plans. When transportation issues emerged, such as delayed pickups, staff had to navigate multiple disconnected systems to diagnose and resolve the problems. Every December, when new insurance plans took effect, that staff had to spend days manually translating insurance documents into database entries — a time-consuming process that strained resources.
Recognizing these challenges, American Logistics sought a partner capable of helping reimagine its entire technology infrastructure — one that could help transform operations to serve a growing customer base, while also maintaining high service standards.
"We want to change the way transportation is done,” said Jeff Kuckenbaker, CTO at American Logistics. “We don't want to just repeat or redo what we see in the marketplace or in healthcare.
“For example, when a person has already seen the doctor and they’re trying to get back home, but they must wait for transportation for an hour or two hours, that’s not a great customer experience. We are paying attention and trying to make that experience better with a technology solution.
“We know that transportation is an early indication of members getting to and from care. And we are the first mile of contact for positive health outcomes. We've always prided ourselves on making sure we're a positive part of that ecosystem.”
“It's been a great partnership with Rackspace, and we are already seeing some of the benefits within the build that are completely changing the way we work."
Solution
American Logistics partnered with Rackspace Technology® to build a cloud-native application on AWS, designed specifically for healthcare transportation management. Rather than modifying existing systems, the collaborative Rackspace and American Logistics team focused on creating a completely new build that would address the company’s current needs and enable future growth.
The result was a flexible, scalable solution created with AWS, using a modern, event-driven microservices architecture, deployed across six domains running in 12 Amazon Elastic Kubernetes Service (EKS) containers. The system leverages Amazon DynamoDB for operational data and employs Amazon Simple Notification Service (SNS) for event handling, with data flowing into Amazon Aurora for comprehensive reporting.
Using Terraform, the Rackspace team implemented Infrastructure as Code (IaC), providing American Logistics' DevOps team with efficient cloud infrastructure management capabilities. The new system integrates automated workflows that eliminate the need for specialized knowledge among staff members.
"When I look at Rackspace, they're the people on the team helping us deliver on our vision of delivering the best customer experience we can provide in healthcare transportation," says Kuckenbaker. "It's been a great partnership with Rackspace, and we are already seeing some of the benefits within the build that are completely changing the way we work."
The platform's streamlined interface enables customer service representatives to handle bookings for any insurance provider, while automated anomaly detection and correction workflows manage common issues. Built-in configuration tools allow administrators to update insurance requirements directly through the user interface, positioning American Logistics to scale efficiently while maintaining service quality.
The company transformed its onboarding process from requiring specialized insurance provider knowledge to enabling any customer service representative can learn in a single day of training.
Outcome
The new AWS-native platform went live starting with the Military Veterans Program. This strategic choice allowed the company to validate its most stringent service requirements. The new system immediately improved American Logistics' operations, replacing multiple disconnected tools with a single, integrated platform that any customer service representative can learn in a single day of training.
The modernized platform has improved American Logistics' ability to serve its clients efficiently. The new system automatically handles complex business rules and eligibility verification while proactively identifying and resolving common issues. Through comprehensive trip histories and automated workflows, the platform has transformed service delivery and operational efficiency.
Even before the system went live, its capabilities were helping American Logistics win new business. The company has been using platform demonstrations in RFP responses, positioning itself for growth in contracts that typically take 18 to 24 months to negotiate. The new system removes the technological barriers that previously limited the company's ability to take on additional insurance clients.
"What excites me is that we now have a technology that gives us a fast path to execution when we identify opportunities for improvements that can deliver greater value to our members’ transportation experience," said Kuckenbaker.
Looking ahead, American Logistics plans to develop a patient portal enabling members to book rides through insurance-branded interfaces. As the company prepares to transition additional insurance clients to the platform, it’s now positioned to potentially transform healthcare transportation management on a broader scale.
About Rackspace Technology
Rackspace Technology is a hybrid, multicloud solutions expert. We combine our expertise with the world’s leading technologies — across AI, applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. As a global hybrid, multicloud technology services pioneer, we deliver innovative capabilities to help customers build new revenue streams, increase efficiency and create incredible experiences. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent to deliver the best expertise to our customers. Everything we do is wrapped in Fanatical Experience® — our obsession with customer success that drives us to help each customer work faster, smarter and stay ahead of what’s next.
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