Case Study – BPO Industry

About the Client

The client is one the premier offshore providers of medical coding, billing, accounts receivable management, claims processing, and healthcare revenue management. The client is dedicated to providing the following services:

  • 1. Medical Coding – Professional and Facility
  • 2. Data Entry into Software and Practice Management Systems – Charges, Coding, Demographics and Cash/Payment Posting
  • 3. Accounts Receivable Management - Analysis and Collections (Physician and Hospital Claims)

The client has extensive experience in providing services in a variety of hospital-based and office-based physician specialties. They also have experience in providing services to A/R Management companies and their hospital clients for their credit balance account, regular accounts receivable and facility coding needs. Their delivery organization is driven by quality and Six Sigma methodologies, which ensure improved processes and customer satisfaction.

The organization’s IT architecture includes:

  • 40+ Servers
  • In-house developed production automation application
  • Three production facility across two states
  • Operating Systems (Windows 2003, and several Windows client flavors); and
  • 1600+ desktops.

Challenges faced:

With the rapid growth of the client in past few years in the Healthcare Industry and as a 24/7 business centre, IT support has become critical to the business requirements. Also their geographic presence had spread across multiple locations. Centrally managing the information of assets, incidents, changes & users were a huge challenge.

The major challenges to the business are

  • Too many calls to IT Team as there was no automated tool in place
  • High call volume with rapid business growth was taxing the IT team
  • Asset distribution and tracking was a major challenge
  • Not able to meet SLA’s
  • Increased cost on account of additional resources and travel

The Need:

The IT Department had decided to implement a Helpdesk Tool that addresses the business needs, thereby providing an increased Quality of Service to the users. The critical features that the business demands from the tool are;

  • Easy-to use Self service Portal and
  • Helpdesk for a 24/7 environment
  • SLA & Escalation for proactive monitoring of Incidents
  • Detailed Configuration Management
  • Change Management
  • ITIL Compliant – Working towards achieving ISO 20000 certification
  • Hosting on a centralized environment
  • Remote screen capture tool for instant trouble shooting

Solution proposed:

The client spoke to Precision with this requirement and Precision had suggested the InsTILTM Professional version to satisfy their needs. Precision had a discussion with the high level team & IT functionaries and a product feature presentation had been made based on the customer requirements.

Solution offered:

Based on the presentation then, client had requested to have an evaluation of the product features. After deploying InsTIL, the IT operations saw a major change in the incident resolution. Technicians were able to relate to the incident quickly, as they were provided with complete information on assets, users & problem description. The attachment option value added to the technicians in case of an application related issues. The three levels of incident categorization had enabled the IT team to categorize the incidents to most granular level, thereby enabling effective analysis of incident reports.

Training and role dossiers were provided to the IT team on Incident, Configuration and change Management. All change requests were received in a derived format and recorded in the tool for further classification. The service desk verifies the change and will classify accordingly. Within a month of deployment the organization is able to see a major change in the IT operations and with a process oriented approach. After a rigorous evaluation based on their live scenarios, they arrived upon to choose InsTILTM as the Helpdesk tool. Precision’s A2E Implementation Methodology had successfully enabled the product Go-live on the client’s target date.

Benefits to client:

After implementing the tool, the organization begun realizing the benefits it offered. The process based approach streamlined its IT operations, their by providing immediate response and resolution to incidents logged. With the enterprise wide connectivity and InsTILTM as a web based portal, enabled them to host the tool as a centralized call logging application. Surveys from the users on service support were reported to be positive. As a next step towards the implementation, the client had approached us to move towards problem management solution.

The major benefits the customer derived from the tool were;

  • Easy to use web portal
  • Quick capture of Asset information through agent less Auto Discovery
  • Remote Troubleshooting, via integrated Remote Desktop feature
  • Proactive action on incidents, to avoid SLA deviation based on escalation definition.
  • System uptime increased to 99%
  • Review of Performance for technician & vendor
  • Daily analysis of incidents logged and their statuses