Major Healthcare System Redefines Support Center with Remote Support
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- Bomgar
Tech Stack
- Remote Support Tools
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Productivity Improvements
- Customer Satisfaction
Technology Category
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Healthcare & Hospitals
Applicable Functions
- Maintenance
- Logistics & Transportation
Use Cases
- Remote Asset Management
- Remote Collaboration
Services
- System Integration
About The Customer
Norton Healthcare is a major healthcare system based in Louisville, Kentucky. It operates five hospitals, 10 immediate care centers, and has 9,700 employees. The organization also has 280 medical providers at over 50 locations and nearly 2,000 physicians on its medical staff. The support center at Norton Healthcare deals with a wide range of issues, given the size and complexity of the organization. The support team was interested in finding a remote support solution that could help them reduce costs, increase productivity, meet HIPAA compliance requirements, and increase customer satisfaction.
The Challenge
Norton Healthcare, a major healthcare system based in Louisville, Kentucky, was facing increasing complications in its support center. With five hospitals, 10 immediate care centers, 9,700 employees, 280 medical providers at over 50 locations, and nearly 2,000 physicians on its medical staff, the support center was dealing with a wide range of issues. The support team was interested in remote support as a way to reduce costs and increase productivity. However, they were facing challenges with long phone sessions, increasing escalation rates with the emergence of new devices such as BlackBerry, and the need to support a new hospital. They had attempted to develop a homegrown remote support tool, but these attempts had failed. They were looking for a solution that would connect to all of their users, reduce costs, meet HIPAA compliance requirements, and increase customer satisfaction.
The Solution
Norton Healthcare decided to seek a remote support solution that would meet all of their needs. They conducted thorough research, involving their entire team in the testing phase. They examined various solutions, including installed applications, appliance-based remote support, and software-as-a-service vendors. They were looking for a solution that would lower costs through concurrent licensing, increase first-call resolution, lower incident handling times, decrease call escalations, and reduce on-site visits. The solution also needed to meet HIPAA compliance standards, including data encryption and session recording. After a 100 percent team vote, they selected Bomgar, an appliance-based remote support solution. This solution met all of their specifications and they discovered value beyond the calculated ROI number. The solution reduced their training overhead, allowed them to bring in vendors without setting up VPN access for each vendor rep, and decreased on-site timeshare support visits by 90%.
Operational Impact
Quantitative Benefit
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.
Related Case Studies.
Case Study
Hospital Inventory Management
The hospital supply chain team is responsible for ensuring that the right medical supplies are readily available to clinicians when and where needed, and to do so in the most efficient manner possible. However, many of the systems and processes in use at the cancer center for supply chain management were not best suited to support these goals. Barcoding technology, a commonly used method for inventory management of medical supplies, is labor intensive, time consuming, does not provide real-time visibility into inventory levels and can be prone to error. Consequently, the lack of accurate and real-time visibility into inventory levels across multiple supply rooms in multiple hospital facilities creates additional inefficiency in the system causing over-ordering, hoarding, and wasted supplies. Other sources of waste and cost were also identified as candidates for improvement. Existing systems and processes did not provide adequate security for high-cost inventory within the hospital, which was another driver of cost. A lack of visibility into expiration dates for supplies resulted in supplies being wasted due to past expiry dates. Storage of supplies was also a key consideration given the location of the cancer center’s facilities in a dense urban setting, where space is always at a premium. In order to address the challenges outlined above, the hospital sought a solution that would provide real-time inventory information with high levels of accuracy, reduce the level of manual effort required and enable data driven decision making to ensure that the right supplies were readily available to clinicians in the right location at the right time.
Case Study
Gas Pipeline Monitoring System for Hospitals
This system integrator focuses on providing centralized gas pipeline monitoring systems for hospitals. The service they provide makes it possible for hospitals to reduce both maintenance and labor costs. Since hospitals may not have an existing network suitable for this type of system, GPRS communication provides an easy and ready-to-use solution for remote, distributed monitoring systems System Requirements - GPRS communication - Seamless connection with SCADA software - Simple, front-end control capability - Expandable I/O channels - Combine AI, DI, and DO channels
Case Study
Driving Digital Transformations for Vitro Diagnostic Medical Devices
Diagnostic devices play a vital role in helping to improve healthcare delivery. In fact, an estimated 60 percent of the world’s medical decisions are made with support from in vitrodiagnostics (IVD) solutions, such as those provided by Roche Diagnostics, an industry leader. As the demand for medical diagnostic services grows rapidly in hospitals and clinics across China, so does the market for IVD solutions. In addition, the typically high cost of these diagnostic devices means that comprehensive post-sales services are needed. Wanteed to improve three portions of thr IVD:1. Remotely monitor and manage IVD devices as fixed assets.2. Optimizing device availability with predictive maintenance.3. Recommending the best IVD solution for a customer’s needs.
Case Study
HaemoCloud Global Blood Management System
1) Deliver a connected digital product system to protect and increase the differentiated value of Haemonetics blood and plasma solutions. 2) Improve patient outcomes by increasing the efficiency of blood supply flows. 3) Navigate and satisfy a complex web of global regulatory compliance requirements. 4) Reduce costly and labor-intensive maintenance procedures.
Case Study
Harnessing real-time data to give a holistic picture of patient health
Every day, vast quantities of data are collected about patients as they pass through health service organizations—from operational data such as treatment history and medications to physiological data captured by medical devices. The insights hidden within this treasure trove of data can be used to support more personalized treatments, more accurate diagnosis and more advanced preparative care. But since the information is generated faster than most organizations can consume it, unlocking the power of this big data can be a struggle. This type of predictive approach not only improves patient care—it also helps to reduce costs, because in the healthcare industry, prevention is almost always more cost-effective than treatment. However, collecting, analyzing and presenting these data-streams in a way that clinicians can easily understand can pose a significant technical challenge.
