Major Healthcare System Redefines Support Center with Remote Support
公司规模
1,000+
地区
- America
国家
- United States
产品
- Bomgar
技术栈
- Remote Support Tools
实施规模
- Enterprise-wide Deployment
影响指标
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
技术
- 功能应用 - 远程监控系统
适用行业
- 医疗保健和医院
适用功能
- 物流运输
- 维护
用例
- 远程资产管理
- 远程协作
服务
- 系统集成
关于客户
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.
挑战
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.
解决方案
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%.
运营影响
数量效益
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