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Transforming IT Operations in Healthcare
Healthcare firm enhances IT service management, support, and system modernization.
Client
- Client
Challenge- Solution
- Impact
Client
The client is a government regulatory agency overseeing the healthcare sector in the Middle East. The agency is responsible for shaping the regulatory framework, ensuring compliance with health standards, and overseeing health personnel across its jurisdiction. The agency plays a pivotal role in enforcing healthcare regulations and managing a wide range of services within the healthcare ecosystem.
Challenge
The client faced several challenges related to IT service management and overall operational efficiency:
1
Operational inefficiencies across various IT processes impacted productivity.
2
The absence of a stable, dedicated ticketing tool created confusion and delays in issue resolution.
3
The existing support services faced limitations in delivering timely responses, creating issues for end users.
4
Outdated legacy applications hindered system performance and user experience.
Solution
BCT provided a comprehensive IT solution designed to improve operational
efficiency and service delivery:
1
HPSM Migration & Manage Engine: Migrated HPSM to Manage Engine and leveraged Manage Engine for improving IT processes.
2
Application Modernization: Phased out Legacy applications, and introduced new applications, based on technology advancements and user needs.
3
Service Automation Roadmap: Created a transformation roadmap for service automation, incorporated contact center features and implemented I-Bot from Av3aR.
4
Efficient Ticketing Tool: Implemented a dedicated ticketing tool, integrating all necessary ITSM processes, resulting in a more structured and transparent issue resolution process.
5
24/7 Support: Introduced on-call support and a 24/7 helpdesk, enabling healthcare personnel to engage with support services via calls instead of relying solely on tickets.
6
Unified Ticketing System: Established a common channel to handle all incidents and service requests, consolidating the four disparate systems previously in use.
7
SmarterD for IT Dashboards: Provided management dashboards with SmarterD IP for better insights and decision-making.
8
Customer Happiness Focus: Ensured regular status updates and detailed reports, offering visibility into team activities.
9
Application Insights: Provided recommendations to sunset legacy applications and introduced more efficient solutions to optimize system performance.
Impact
The implementation of BCT’s solution led to significant improvements across various aspects of the client’s IT operations:
1
Operational Efficiency: Optimized IT operations and service management capabilities, along with structured and transparent issue resolution process.
2
Comprehensive Support: Round-the-clock ticket management, escalation, VIP management, and field support for end-users across multiple site locations.
3
Real-time Insights: Enabled real-time insights into the IT ecosystem and enhancing decision-making processes.
4
Better System Performance: Improved system performance with new application integration.
5
User Interaction & Service: Enhanced user interaction and service efficiency with new service automation roadmap and features.
6
Resource Streamlining: Streamlining the workforce and enhanced service efficiency by reducing a large team to 36 dedicated resources.
7
Customer Satisfaction: Enhanced visibility into team activities and ensured customer satisfaction with improved updates and reports.
By optimizing team resources, implementing an integrated ticketing system, and introducing 24/7 support, the client could better serve healthcare personnel while improving service delivery. With a successful Manage Engine migration, application modernization, and service automation, the client is positioned for future growth and enhanced healthcare service delivery
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Changes to this Privacy Policy
Contact Details
Bahwan CyberTek is committed to providing the highest level of protection regarding the processing of their vendors’/clients’/customers’/job applicants’/website visitors’ personal data based on applicable data protection laws and regulations at respective locations. In general, you can visit the Bahwan CyberTek website without providing personal data. However, there are times when Bahwan CyberTek will request personal data.
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In this Privacy Policy, “personal data” is any data which relates to an individual who may be identified from that data, or from a combination of a set of data, and other information which is or may be in possession of Bahwan CyberTek, for instance information about your identity and contact details (such as name, email-ID, contact number).
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If you have any questions regarding this privacy policy or the protection of your personal data, you may reach out to Bahwan CyberTek Data Privacy Officer at DPO@bahwancybertek.com
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+91 44 43449000,
+91 44 61739000
global@bahwancybertek.com
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