해외자료라서 영문판입니다...
▷ Highlights Company: Driscoll Children's Hospital
URL : http://www.driscollchildrens.org/
▷ Business Benefit:
"The differences are like night and day," Reed said. "People love us now. Our customers call us and give us praise and suggestions. They actually approach us now"
▷ Vendor/Product
FrontRange Solutions
Product(s): HEAT
Solution Category: Problem Mgmt., SelfService, Mid-Market
▷ Corporate Prifile :
HEAT helps hospital Help Desk team save the day
"I feel like a hero," said Randall Reed, Microcomputer Operations Manager at Driscoll Children's Hospital in Corpus Christi, Texas. Reed and his fellow help desk team members at Driscoll often help save the day.
In an organization where a system failure can mean loss of critical patient data on a sick or injured child, HEAT enables Driscoll's Help Desk team to come to the rescue and get the hospital's computer systems back on track quickly and smoothly.
"Everyday, HEAT helps the kids here in the hospital, " explained Molly Howell, Help Desk Agent. "Time is of the essence here. If a patient-care computer goes down, all we have to do is write a 'Priority One' ticket and a technician immediately gets on it."
But the team hasn't always offered such quick-response service. Prior to HEAT, Driscoll's employees found their IS department ineffective. The hospital's previous help desk system quantified outstanding calls, but offered little else. The process was disorganized. Tickets were lost or went unresolved. Technicians deleted tickets without completing assignments.
"Before, customers hated the IS department and did't think we cared about them." Reed said.
So Driscoll began searching for a new system. Compared with other systems they reviewed, the group was impressed withe HEAT's superior capabilities. "When HEAT was installed the first time, it just looked so smooth, "he said. "Looking at what the software could do inspired us. We didn't have the money budgeted to buy HEAT, but we were so enthusiastic that our director purchased it anyway."
"The real difference in making our decision was the 98 percent satisfaction and the high industry ratings of HEAT." Reed added. "This really made the difference."
HEAT's Answer Wizard, which helps generate powerful management reporting, as well as the capability to integrate with other products and asset management tools, further sold the group on HEAT, Reed explained. Since then, Driscoll's Help Desk hasn't been the same. In an industry where one technician usually serves about 80 users. Driscoll effectively serves 1,400 employees and nearly 700 PCs with just four technicians. Calls have steadily declined due to the enhanced service the technicians can now offer. Employees throughout the hospital's multiple South Texas clinics can remotely log their own tickets and check on the status of those tickets by accessing HEAT Self Service. And tickets no longer fall throught the cracks.
"The differences are like night and day," Reed said. "People love us now. Our customers call us and give us praise and suggestions. They actually approach us now."
Not only are the service team's customers happier, but the technicians enjoy their jobs more.
Reed's team initially took about four months to design and test HEAT for their specific needs. They found HEAT's training critival to smooth implementation.
"I couldn't have customized and tested the software without it," he said. The technicians have used most of HEAT's many features. Reed has been particularly impressed with the program's database and customization capabilities.
"We were able to customize our database just the way we wanted it," he sail. "And you can press a couple of buttons and back-up the whole database. You can put it on a CD and take it with you, then drop it into any server running HEAT and you have access to the database. That is very important in disaster recovery."
Reed has also found the Business Process Automation Module vital to improving customer support. Through Auto-Escalation, customers know automatically, via email, that a ticket has been created and tells them whether a technician has been assigned.
After the problem is resolved, they are notified that the ticket has been closed.
"The Auto-Escalatio
