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Indiana University Health: Helping organize and protect information efficiently

BACKGROUND:Established in 1997, Indiana University Health has become a leader in health care quality, medical innovation and patient satisfaction. Its partnership with the Indiana University School of Medicine, one of the nation’s leading medical schools, gives patients access to innovative treatments and therapies. IU Health is comprised of more than 20 hospitals, physicians and allied services dedicated to providing pre-eminent care throughout the state of Indiana and beyond.

PROBLEM:IU Health had an ineffective HP Service Desk implementation that was not able to grow as the organization continued to grow and evolve. In addition, they had a small call center that handled HR benefits questions for thousands of employees. After years of supporting incoming calls and inquiries with little to no tools, they were continuously finding themselves disorganized with no systematic strategy. Employees resorted to taking information down on sticky notes and leaving privileged information unprotected. This method meant delays in the overall productivity.

Upon discovery of excess phone traffic, IU Health knew they needed a solution that would allow them to have a secure, organized, and structured record-keeping procedure consisting of the following features:

SOLUTION:After a careful review of solutions available, IU Health selected Cherwell for its award-winning comprehensive software. Excalibur Data Systems was up to the task of helping them implement this new software and worked with IU Health to easily deploy Cherwell for their needs.

RESULTS:After reviewing call center productivity, there were significant changes to daily workflow. IU Health took advantage of Cherwell’s numerous features and is now running operations in a more sophisticated manner. The switch to Cherwell software was an ideal solution for this organization’s requirements. Client feedback has been overwhelmingly positive and the business impact has been dramatic.

FUTURE:IU Health continues to collaborate with Excalibur Data Systems. They are currently collaborating on implementing the Cherwell solution in other departments, as well as, building a portfolio and project management solution in Cherwell. To this day, Excalibur has kept IU Health’s systems operating reliably, securely and cost-effectively.

• A fast way to communicate with callers efficiently and effectively

• A strategy to measure productivity and performance

• An organized and secure process for collecting and storing employee records

• Cost-effective

They always come in on time and on budget. You can’t ask anything more from a vendor!

Wilbur McVayIT Service Management Program Mgr.