In the healthcare industry, it’s essential to use high-quality IT support to comply with government regulations and to assure maximum privacy and care for patients.
Seattle Cancer Care Alliance (SCCA) has been successful at shifting from outsourcing to developing its own IT services, with the help of healthcare industry software. Even if you run a different type of business, consider how this model helped SCCA become more efficient.
To help you make better business decisions (considering IT support), here’s a deeper look at how SCCA achieved its goals, as explained by the organization’s IT Client Services Manager, Diane Burton, in a Business Solutions interview:
OUTSOURCING VS. LOCAL IT SUPPORT
Even though SCCA’s outsourced IT support was working, this organization that represents patients, doctors, physicians, and researchers wanted a more innovative solution resulting in even better efficiency and cost savings. So, they created a client computing experience for about 3,500 partners, consisting of medical professionals and researchers. Many of these users operate from Fred Hutch Cancer Research and University of Washington Medical Center.
Burton says that SCCA’s IT service desk, which launched in January 2012, comprises a senior hardware technician, two AV support specialists, and six IT service desk professionals. They found that by creating their own help desk, they were able to increase response time for requests and incidents. She attributes this improvement to highly-skilled technicians taking calls, as well as offering remote support, desktop support, and a walk-up IT service for people on campus. Another factor was the team analyzed its processes, looking for ways to streamline repeatable tasks.
SELECTING EFFICIENT SOFTWARE
Fundamental to improving SCCA’s IT experience for its business partners was choosing Cherwell Service Management for software services. This solution provided the automation necessary for speeding up redundant processes. It also allowed the organization to make adjustments to its GUI without knowing how to code or use a database administrator. It means their team of technicians and partners can focus on patient needs instead of worrying about technical issues, improving efficiency and productivity.
Ultimately, SCCA’s IT success can be summarized by its choice of an IT service management tool that’s easy to use and customize. The capability for real-time data analysis and reporting is also essential to the equation. Burton additionally points to developing a strong knowledge base that doesn’t require adding modules. Another helpful strategy has been developing customized dashboards for technicians and managers, which allows all team members to have access to information that enters the system in real-time.
Cherwell’s platform provides options for users to choose from a subscription or perpetual pricing model, an on-premises solution or SaaS. It’s a platform that’s aimed at helping multiple industries beyond healthcare, such as finance, higher education, retail, and MSPs, as well as government organizations.
If your business needs an upgrade to faster service, consider turning to IT platforms designed to simplify and accelerate redundant processes with automation so that your employees spend more time with the patients or customers that you serve. Your company will run much more smoothly and efficiently if your staff isn’t bogged down with complex technology issues. Contact us at ION247 to learn more about how we can increase your productivity. Let our IT support team take care of your technology needs while you focus on your business goals. Contact us today to learn more.