Business Automation Solution, ServiceNow
ServiceNow, JS ES5
The client is a for-profit hospital specializing in acute care, providing diagnostic and treatment services to inpatients and outpatients and employing 1,300+ people, including medical and administrative staff. The organization conducts academic medical research and interacts with universities and medical schools, offering students to undertake an internship.
The company grew rapidly while the quality of patient care began to deteriorate due to a significant growth of routine workload on employees, leading to an increased number of errors in medical records, data loss, and extra expenses. The client addressed NIX with a request to unify operational processes within a single solution—a platform from scratch—for optimizing workflows, increasing employee efficiency, and growing customer satisfaction.
To serve the multifaceted hospital demands, we’ve chosen the ServiceNow platform, a cloud-based workflow automation solution capable of scaling simultaneously with the client’s needs and meeting the privacy and security requirements of the healthcare industry. We had to accomplish the following tasks:
Automate routine IT team operations to minimize manual involvement and reduce IT support costs by a minimum 15%
Enhance and centralize patient data processing to reduce the burden on medical and administrative staff
Improve customer experience through self-service in patient portals and personalized communication via chatbot
The NIX team started with an assessment of the current environment to draw up a detailed action plan. The scope included work in three areas using the following ServiceNow modules:
Information Technology Service Management (ITSM) module covered IT services’ planning, delivery, and support.
HR Service Delivery (HRSD) module simplified workflows for medical staff and enhanced human resources onboarding and transition processes.
Customer Service Management (CSM) improved customer experience with self-service options with minimal effort on their part.
We started from configuring the ticketing system intended to manage service requests, problems, changes, events, alerts, etc. We did the following:
Automation of ticket processing resulted in an IT cost reduction of 18%. Ticket loss decreased by 15% and average incident resolution time lowered by 20%, enabling 27 people to switch to more complex tasks instead of keeping track of routine issues. Moreover, harnessing the Information Technology Infrastructure Library (ITIL) approach enabled us to enhance IT capabilities, providing continual service improvements and strengthening collaboration across the entire organization.
The client had a lack of visibility and reporting into IT team operations. Our experts configured ServiceNow Performance Analytics to monitor and assess IT services through defined KPIs—closing time of incidents, self-service effectiveness, critical security incidents, customer engagement, and more—in the ServiceNow Analytics Hub.
Real-time visibility and understanding of patterns, gaps, and predictive forecasts enabled us to anticipate trends, prioritize resources, and drive service improvements based on valuable data.
The NIX team created a portal for clinicians, providing a comprehensive view of patient data with their personal, medical, and insurance information. We implemented a ticketing system directly into the Electronic Medical Records (EMR) system, so that medical personnel can manage all digital patient files in one place, request assistance easily, or report a problem directly into ServiceNow.
Establishing a single patient data portal entailed saving thousands working hours of clinicians, letting them concentrate on patient care. Data processing became more secure, decreasing patient data loss by 7% and accelerating case resolution time by 19%.
Our experts created a self-service portal for medical staff and vaccine recipients to automate Vaccine Administration Management (VAM). As a result, healthcare personnel got more control over vaccine distribution in terms of inventory check, supervision of stock level, administering in terms of tracking personal protective equipment (PPE), monitoring no-shows, collecting feedback, and monitoring outcomes in terms of reporting adverse events, checking recipient safety.
In turn, recipients got the ability to self-schedule their appointments after responding to an eligibility questionnaire. To minimize the no-show rate, we set up a reminder system via email and mobile notifications.
Effective full-cycle vaccine management portal significantly reduced the burden on staff, decreased overbooking, and lowered the no-show rate by 15%, resulting in a 7% decline of wasted doses.
The client had tons of disordered medical data—patient case reports, clinical research, descriptions of surgical processes, guidelines for new employees, etc. We used an AI-based ServiceNow Knowledge Management application to create a single data repository intended to capture, structure, and reuse collective healthcare acquisitions and workforce experiences.
A centralized knowledge base helped clinicians make decisions on specific cases faster, sped up employee onboarding, and supported interns in gaining theoretical and practical caregiving experience. Patients got access to an open-source encyclopedia with useful articles on medical topics with the ability to read, comment, and leave feedback on submitted content.
We integrated the client’s space with the following third parties:
To take the workload off employees and engage patients through self-service experience, our experts built an AI-powered chatbot able to effectively communicate with users via phone, WhatsApp chat, service portal, or email 24/7.
We leveraged a Virtual Agent Designer as a diagram tool to create blueprints and manage pre-built scenarios of conversations between a user and virtual agent. The chatbot uses Natural Language Processing (NLP) to understand and respond to queries in a normal conversational way of speaking. Virtual communication was personalized and made cross-channel to let users hop between preferred channels without starting conversations from scratch.
The fine-tuned chatbot provided patients with the following remote support:
AI chatbot implementation allowed the client to reduce the number of help desk calls by 35%, relieving the burden on the nurse line and saving the client $32k+ per month on call processing. The number of appointment mistakes and graphic overlay decreased by 12%.
To optimize pre-visit management workflows, the NIX team configured a patient portal, offering auto-generation of documents for procedure requests and scheduling. Users can get certain guidelines, to-do items, and required forms and send digital consent to the procedure in advance.
This scope streamlined patient information verification and insurance pre-authorization, reduced the amount of paperwork, and saved patients’ and clinicians’ time.
The NIX team helped the client build a unified environment connecting medical employees, patients, and IT systems, streamlining and amplifying each other’s work. Automating 20% of operations and offering patients the option of self-service, 42% of queries are now resolved autonomously, significantly offloading employees from rote tasks and increasing customer satisfaction. The hospital reduced its operational costs by 30%, freeing up funds for strategic investment and further workflow optimization.
We continue to work with the organization, providing continual improvements on the ServiceNow platform, with additional modules planned to implement.
19 people (PM, ServiceNow Tech Lead, 9 ServiceNow Developers,
3 Business Analysts, 4 QA Engineers)
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