How Your Healthcare improved efficiency levels by migrating to HaloITSM
Saved over 300 hours a week resolving tickets
Improved autonomy and efficiency levels with mobile access
Increased customer feedback from 12 responses a month to 190 a month
Quickfire Q&A Case Study with Your Healthcare
In a sentence or two, tell us what your company does.
Your Healthcare is a Social Enterprise providing community healthcare services within South West London. The IT department, whilst mainly serving the internal staff, does have a number of external customers.
How was your previous ITSM solution?
The product we were using was out of date. It was an on-premises solution, which meant that we had to update it ourselves or pay for the vendor to update it. The vendor was retiring our particular product and therefore we were on a burning platform. We had been with that supplier for nearly 10 years and didn’t feel like they particularly cared what we did!
When we started looking for a new system, we had a mantra “easy for users, easy for us”. We wanted to make it easy for staff to log a ticket, easy for us to manage the tickets and easy to get the information out for reporting.
Before you found HaloITSM, what problems were you facing?
Configuration Time – Our previous product was to too time consuming to configure. A new workflow might take a whole day to configure, even if it was simple. We weren’t able to do any configuration to the end user portal.
Integration – We really needed to have our Service Desk mailbox automatically monitored by the system. Our old system could do it, but there was no way to ignore certain emails. We would have a member of staff copying and pasting emails from the mailbox into the system, sometimes we would get a backlog of two or three days worth of emails.
Accessibility – The end user portal was very dated, inflexible, not very intuitive and wouldn’t render on a mobile device.
Reporting – Built in reporting didn’t exist.
Surveys – It had an internal surveying tool, but it was not very good and took an age to configure. We were using survey monkey instead, which because it wasn’t a one-click-feedback solution, meant that we rarely got any feedback.
Which features and integrations have you been using and why?
Email – To monitor the Service Desk inbox and to get automatic alerts for various things (backups / websites down etc).
SCCM – To import all our items in the Configuration Management.
MS Teams – Using Teams Webhooks to send messages to the whole team for Major Incidents and various other things.
Active Directory – To import all of our users.
“Our average resolution time went from 7.6 hours to 6.9 hours. So on average, across all tickets and customers, we are completing tickets over 300 hours quicker than we would have previously each week”.
– Your Healthcare
What are some of the ways HaloITSM has helped you?
Email monitoring – The simplest improvement was the automatic email monitoring. This effectively gave us a member of staff back. As such, our average resolution time went from 7.6 hours to 6.9 hours. So on average, across all tickets and customers, we are completing tickets over 300 hours quicker than we would have previously each week. By utilising this, along with the Office365 Power Platform, we have been able to completely automate a rather convoluted training process for our clinical system. I won’t go into too much detail, but now the process is completely electronic with our intervention only required at the beginning and end of the process. Our conservative estimate is that this has saved about 180 hours a month in “people” time, 172 of that is clinical time.
Mobile access – Having decent mobile access has been brilliant. It means that our roaming engineers can manage their queue when out and about. Previously, they would either update all their tickets at the end of the day (with some having breached since the problem was actually fixed) or they would phone the Service Desk and give them the update.
Customer Feedback – as I said above we used to really struggle with customer feedback, just getting it was an issue. In the 6 months before Halo we averaged 12 responses a month. In the first 6 months of Halo, we averaged 190 per month. Whilst our satisfaction rating has dropped slightly, it’s a true figure, something we can work with and has become the most important internal KPI for us.
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