The Seattle Cancer Care Alliance (SCCA) is one of the top five cancer centers in the United States and the clinical arm of the University of Washington Medical Center. Working with so many physicians and clinicians requires fast and effective tech support.
Before 2012, SCCA relied on an outsourced IT helpdesk for tech support. Unfortunately, the outsourced helpdesk couldn’t keep up with the growing demand. The SCCA needed to build an in-house IT service desk from the ground up in just five months, and it had to be efficient enough to be manageable by their relatively small team. They turned to Cherwell for a solution.
The Cherwell Solution
The ease of Cherwell’s administration and configuration made it an obvious choice for SCCA. They could implement the solution quickly and begin to manage it right away, even with their somewhat limited human resources.
Cherwell’s built-in information technology infrastructure library (ITIL) processes simplified implementation and management of core IT functions:
- Incident requests
- Problem management
- Unified knowledge base
- and more
The SCCA could automate repeatable processes with Cherwell’s “One Steps.” This helped SCCA manage the new system right away with their smaller team. Time-consuming tasks like account unlock and password resets could be completed without much effort, which allowed SCCA team members to focus their energy on other projects.
Cherwell software allowed SCCA team members to create customized forms, which made it easier for medical staff to request services, and this further facilitated IT service desk processes.
The T4S Perspective: Optimize Efficiency with the Right Systems to Suit Your Needs
The Seattle Cancer Care Alliance’s main problem was that they weren’t utilizing the ideal solution for their needs. They relied on an outsourced IT helpdesk that couldn’t keep up with their technological demands. When they implemented a solution that suited their needs, they optimized efficiency, and this enhanced their growth.
With the ease of setup, the team at SCCA created and implemented a ground-up IT service desk in their timeframe. Within five months, more than 3,500 physicians and clinicians had access to in-house IT support.
Using the ITIL processes, SCCA enjoyed greater access to meaningful metrics. This allowed them to analyze ticket volume and identify trends to develop more efficient processes.
Despite their relatively small in-house team, the SCCA reduced aged tickets by 80% and provided better IT support to help physicians, clinicians, and patients fight cancer.
Questions to Ask for Your Own Digital Transformation
As your own organization grows, make sure that you have the right systems in place to support sustainable scalability. Keep in mind how the Seattle Cancer Care Alliance optimized its systems and ask yourself these questions:
- Does your IT infrastructure support your unique goals?
- Does your current IT solution make processes easy?
- Are there any points of inefficiency within your systems?
If you’re not sure how to optimize your systems for better business processes, contact the experts at T4S Partners. Our team specializes in connecting systems, processes, and people to make sure that your business has the solutions it needs to function.
Don’t settle for a one-size-fits-all IT service. Get a solution that supports your unique business processes. Contact us to discuss your application transformation needs.
Read more about Seattle Cancer Care Alliance’s full story here.