IT Help Desk Wows End Users With Powerful Service Catalog

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Beaufort Memorial, a not-for-profit hospital founded in 1944 is an acute care
hospital, a regional referral center and the largest medical facility between
Savannah, GA and Charleston SC. The Hospital has a 200 Bed Acute Care Facility Specializing in Orthopedic Surgery, a Large, active Emergency Room seeing 54,000 visits a year and 1,400 Employees spread across the main hospital campus and 13 satellite clinics.

Earlier the hospital work force had to enter work orders into two different
applications, one for IT services and other system for plant services which
required too many clicks and was a huge cause of user dissatisfaction. The new
hospital leadership wanted to create a solution that would improve service
delivery and user satisfaction for departments across the organization.
The BOSS Support Central On Premise ITSM solution they used for IT Help Desk was upgraded to provide a Service Catalog and ticket management solution for the entire organization. In a very short period of time and to the delight of the users and management, the new BOSS Support Central could be used to provide a wide range of services for departments including Plant Services, Bio Medical, Nursing,Pharmacy, Security, and HR.

The workforce was super impressed with the ease with which they could enter and track issues."Willard Fosberry, Director of IT Infrastructure at Beaufort Memorial Hospital.

View the webinar with Willard to learn more.

 

It became apparent that BOSS Support Central Service Catalog combined with
the automation provided by the routing engine could address all the service
requirements of the various departments at the hospital.

Benefits to the Hospital:
 One application, published on the Beaufort Hospital web page, provides
a “one stop shop” for all work requests.
 A new graphical interface that allows users to quickly browse and use
the interface.
 Took far fewer clicks to get a ticket submitted.
 The new Service Catalog was able to provide service solution options for
many departments including Plant Services, Bio Medical, Nursing,
Pharmacy, Security, and HR.
 Better tracking and a shared visibility into the work order life cycle.
The deployment of the new BOSS Support Central received instant positive
feedback from the management team and the workforce was super impressed
with the ease with which they could enter and track issues.

The Hospital has these future goals in mind on how to extend the use of BOSS Support Central even further.
 Take advantage of the BOSS Support Central Asset Management
capability to track assets

 Incorporate Preventative Maintenance and other scheduled services
into the system
 Take advantage of the BOSS Support Central Mobile application to be
used as a mobile work order tool.
Please visit www.boss-solutions.com to learn more about BOSSDesk ITSM on the Cloud and BOSS Support Central ITSM On Premise

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You know you've been in trouble a lot when you and the cop know each other by first names. True?

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Not with BOSS Solutions and the Lexington County Sheriff's Office!

Lexington County Sheriff’s Department, SC a BOSS customer implemented BOSS Support Central to improve efficiency and save time and effort in accomplishing day to day tasks. Whereas all their tasks earlier involved verbal and written communication, with BOSS Support Central they are now extremely organized and a ticket is raised for every task however big or small. It is then assigned to the people in charge and can be tracked and acted upon every step of the way.
Due to the flexibility of the BOSS solution they were able to put it to multiple uses such as submitting and tracking financial requests, equipment orders, travel requests, office supplies requests, keeping track of ID cards and Jail maintenance issues.
All this was taken care of manually earlier and requests sometimes were
lost, delayed or fell through the cracks.
With the BOSS solution, they can now log in and instantly verify the action
taken on the request. With 400 users, they are dependent on the BOSS
solution for their day to day functioning .They love that the tickets can be
accessed using their smart phones as they are always on the go. They do
not have to go back to their desks to resolve issues and can just click on the
phone# on the ticket and take care of the issue wherever they are. They are
finding new uses for the BOSS solution by fine tuning it in innovative ways
to cater to their needs.

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