Speed and transparency to Medbit’s support requests with an integration service
The Finnish Medbit Ltd. produces and develops IT services for health and social care. Earlier the support request tickets were sent to the IT service provider responsible for workstation support by email from Medbit’s own ITSM system. Respectively, the IT service provider sent the potential answers to Medbit by email.
In the course of this email ping-pong the information regarding the support requests didn’t become visible to Medbit: what the status of the support request was and who was taking care of it. The customer calling to the help desk had to wait on the phone while the help desk called the IT service provider, where the information was dug out.
Mapping and implementation
For increasing the visibility, the consultant of Verco Ltd. responsible for the main user services of Medbit proposed Service-Flow’s integration service delivered as a SaaS solution to Medbit.
“I familiarized myself with the SaaS solution and became convinced that this is exactly what our business needs. The decision was easy to make, because we were talking about a project of few months and not of few years. We have been using the integration service since October 2014. In one and half years, 25 000 tickets have gone through it”, says Development Manager Marko Lehto from Medbit.
The implementation of the integration service was carried out by the consultant of Verco, who finished the technical part of the integration very quickly. The consultant defined the use cases of the support request routing, based on which the mappings for the service of Service-Flow were configured. At first, the integration was tested in a testing environment at a couple of few hour sessions. After testing phase moving to the production was done in a controlled way.
As a whole the implementation took only about three months, and compared to a traditional integration, Medbit saved not only money but also time.
“The support we got during the implementation project was good, and Verco obviously had experience from similar integrations with the same provider. The operation was straightforward and progressed following a clear operation model”, describes Lehto.
Control and visibility to the operation of the service provider
An integration project carried out as a traditional change would have taken long and would have been much more costly. Thanks to the Service-Flow’s SaaS solution the integration could be carried out cost-efficiently and quickly. Now the customer doesn’t have to make the decisions based on the service provider’s reports as the information regarding the service requests can also be seen in their own system. Medbit sees the comments and status of the work of the IT service provider at the service requests.
“We are now able to monitor closely, how the service we have bought is performed. The cooperation with the provider is now better and the service is transparent. Support requests are moving easily and quickly. When the contents of the support requests is the same on both sides, also adding information has become faster and easier. The customer experience has improved, when the information about the work phase can be found both in our system and the system of the IT provider”, lists Lehto.
Also the data of old support requests are available for Medbit. For example, it’s possible to check from support request history how a similar situation has been previously handled.
“As we have received more user experiences, we have made changes to the integration. In cooperation with the IT service provider we have specified, what information is needed for fast start of the service. Support request traffic is now so fluent, that we are planning extending the use of the service also to other supplier relationships”, reveals Marko Lehto, Development Manager from Medbit.
Division of work will continue to be clear: Service-Flow takes care of the functionality of the integration service and Verco of the possible changes and additions to the integration. The integration service enables flexible changes without service breaks.
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