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Workflows by Industry
Harnessing Enterprise Workflow to Improve Profit Margins

ServicePRO helps businesses produce real results. It helps leaders know what’s happening in their organization at any given time, offers insights into costly practices that could be improved with automation, and can offer measurable results for success.

Healthcare

Healthcare

Schools

University

Government

Government

Finance & Banking

Banking

Retail

Retail

Real Estate

Real Estate


Healthcare
Healthcare

  • The Company
  • The Challenge
  • The Solution
  • The Benefits

The Pennine Acute Hospitals NHS Trust serves the communities of North Manchester, Bury, Rochdale and Oldham, along with the surrounding towns and villages. This area is collectively known as the North-East sector of Greater Manchester and has a population of around 820,000. It is a large Trust with a total operating budget of over £500,000 GBP (Approx. $700,000 USD).

Its main commissioners are NHS Bury, NHS Heywood, Middleton and Rochdale, NHS Oldham and NHS Manchester. The Pennine Acute Trust has been a client of Help Desk Technology since 1999 and currently uses ServicePRO.

 

Portering Services previously had a purely manual means of dispatching porters and receiving requests. This consisted of a single phone line per hospital with a Portering Supervisor acting as a dispatcher answering calls. When a request was received, it would be recorded on a log sheet and be assigned to a porter via two-way radio.

While this process did work, it presented numerous issues. There was a bottleneck at dispatch, as only one phone call could be received at any one time. Individual porters were unable to view all pending requests for the site and pick up the next job without being assigned by the dispatcher. This was inefficient, as porters could design themselves better routes with a full view of all pending moves and not being limited to the next request in the log sheet.

Additionally, the absence of tracking meant that Portering Services could not report on the performance of porters, whether individually or as a whole, and also had no objective reference to use when facing complaints from departments on timeliness.

The Pennine Acute Trust was tasked with bringing the Portering Services department into the 21st century by implementing an electronic portering system. Portering Services reviewed several dedicated portering solutions available on the market, but were unsatisfied with the associated costs, having been quoted as much as £300,000 GBP (approx. $424,500 USD) for installation and £100,000 GBP (approx. $141,500 USD) yearly repurchase of licenses.

Before committing to such a high initial and recurring annual cost, Portering Services reached out to Information Management and Technology for a better solution. The Portering Services department was then integrated with ServicePRO, already being used by IM&T. Using the Self Service Portal, clinical staff can log portering requests immediately and receive confirmation they were received.

Porters are each assigned a mobile device, which they use to view the Self Service Portal as Support Reps and pick up portering requests. Through the use of business rules to dispatch incoming requests, some are passed directly to the porter queue, and others are dispatched to a manager review queue to be assessed and allocated as appropriate.

By implementing ServicePRO, Portering Services has dramatically improved its timeliness, efficiency and accountability. Clinical staff were initially hesitant about the new system, fearing this change to the established norm would actually increase the existing problems, but were impressed after their brief training sessions, often asking ‘Is that it? Is that all I have to do?’ They then saw immediate improvement in the response time of porters, and also enjoyed greater accountability. There is a clear audit trail on each request logged, and nothing slips through the cracks. In the fast-paced environment of a hospital, having to call the Portering Services dispatch numerous times waiting for the line to become available was a frustrating and costly waste of clinical resources. With the Self Service Portal implementation, clinical staff no longer have to wait, and can submit their requests immediately.

This has been so effective that the dispatch phone line for Portering Services in each hospital was decommissioned, allowing the Portering Supervisors to transition into a new role as Portering Duty Managers and perform management duties far more valuable to the Trust. Portering Management uses Data Analysis functionality in ServicePRO on a daily basis to extract information regarding performance. Using this new wealth of information, they have established SLAs with the departments they service, and can easily track their compliance and release this information to those departments for review. This information can also be used to provide feedback on porter performance and also to predict times of increased load to schedule additional porters accordingly. Porters themselves have enjoyed their new level of accountability, as exceptional performance of individuals and the department as a whole can be recognized by management.

The Portering Services department has branded their utilization of ServicePRO as the Pennine Portering Request Service (PPRS) and has received the 2015 Innovation Award from the Health, Estates & Facilities Management Association (HefmA) for their outstanding implementation.

 

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Schools
University

  • The Company
  • The Challenge
  • The Solution
  • The Quote

Metropolitan Nashville Public Schools is one of the larger school districts in the country, with 72,000 students across 131 different schools. The system employs 7,700 teachers and 4,100 support staff. And last term, the board answered more than 100,000 phone calls from parents.

 


Getting technical support in the Nashville system used to depend on who you knew. So MNPS decided to add more support staff, along with a call center to handle inquiries from parents. But that meant retraining everyone in the community to trust the new system.
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MNPS was already using ServicePRO help desk software, and the software easily scaled up to cover the expanded support team. Today, MNPS has 172 ServicePRO . Technicians can prioritize issues to make best use of their time, while managers monitor their schools and see detailed reports. Best of all, everyone understands that their problems will get prompt, fair attention.
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“I really like ServicePRO. I've had nothing but compliments on it. I think we've made a good choice. It's not too big for us to understand, but we're not going to outgrow it within two or three years.” - Roger Thomas

 

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Government
Government

  • The Company
  • The Challenge
  • The Solution
  • The Benefits

The Withlacoochee River Electric Cooperative (WREC) is the world's largest non-profit electric utility, with 180,000 customers in West Central Florida just north of Tampa Bay. The Co-op was planned in 1941 but construction of its grid was interrupted by WWII. Today, the Coop sells more than 200 million KWH per month with the lowest energy prices in the Tampa Bay area.

 


Every month, more customers move into the utility's service area. As a cooperative where every subscriber is a part owner, WREC's mission is to deliver top-notch service at rockbottom prices. That means finding the most efficient way to handle 500 help calls a month from 375 end users who need support on PC and mainframe applications, as well as the WAN that links together the Co-op's multiple locations.

The utility replaced two outdated systems - Track-It! and a home-grown dBASE equivalent - with ServicePRO help desk software.

The solution gave support reps more flexible operations, and enabled managers to easily generate detailed reports on help desk performance. As the utility grows, ServicePRO will help balance the load between end users and IT resources.

 

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Finance & Banking
Banking

  • The Company
  • The Challenge
  • The Solution
  • The Benefits

INOVA FCU is a federally insured credit union established in 1942 and headquartered in Elkhart, Indiana. They serve over 30,000 members and the employees of more than 500 companies throughout the United States and provide 8 branch locations across 3 states, supplemented by a partner network of 4,000 branches and 35,000 free ATMs.

INOVA FCU has been a client of Help Desk Technology Corporation since 2009 and uses ServicePRO for Change Management and Service Desk Management.

 


INOVA FCU needed a system to handle Change Management and Service Desk Management within their organization, as well as a method for monitoring their progress. Change Management is important in managing alterations made to IT products, services, and procedures.

INOVA FCU needed ways to track and report these critical changes, ensuring the necessary prerequisites were present before proceeding to the next task. Their IT staff needed a robust system, usable across multiple departments. Not only did the solution need to keep track of their cases, but they needed it to be effective in meeting their Service Level Objectives (SLOs).

Using ServicePRO, INOVA FCU designed a custom form for Change Management requests to categorize and elucidate the nature of a requested change. These requests track the progress of pending changes, and their status is reviewed weekly.

In addition, ServicePRO provided INOVA FCU with the ability to design skill-based queues, and set up categories to structure their service desk operations. Submitted and updated requests could provide valuable information for reporting on Service Desk activities.

By using one unified system for both Change Management and Service Desk Management, INOVA FCU is able to easily review and track the work of their entire IT department in one location. With ServicePRO’s Data Analysis feature, INOVA FCU uses specially-designed custom reports for effective identification of SLO statuses and request management. These visual indicators allow the staff to effectively track SLO performance for Service Desk requests.

ServicePRO provides a variety of ways to design queues and categories to structure service desk operations and manage service requests, empowering INOVA FCU’s support reps with tools for monitoring and reporting on their Service Desk. These tools ensure major processes are always being tracked, improving overall work efficiency and productivity.

 

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Retail
Retail

  • The Company
  • The Challenge
  • The Solution
  • The Benefits

BlueScope Steel is a global leader in premium-branded, coated and painted steel products, and is the third largest manufacturer of painted and coated steel products globally. BlueScope Buildings North America is the number one pre-engineered steel buildings manufacturer, supplying buildings in key markets for conventional, commercial, industrial and community markets.

 


Previously, BlueScope’s support department received and handled all tickets through email, making it difficult to search for previous issues efficiently.  As the sheer volume of tickets grew, the team realized that email ticketing was not a feasible solution.

The team wanted to move away from users emailing support reps directly, and intended on implementing a centralized support desk with collaborative workflows, document management, full ticket tracking, search capabilities, and complete visibility of the entire support desk.

BlueScope Buildings NA implemented ServicePRO in 2005 as their support desk.  Ticket resolution times improved immediately after implementation, and support reps now had a way to easily track and record multiple channels of communication, further enhancing performance of their support desk.

After seeing the capabilities of ServicePRO, and realizing the benefits it could bring to other departments such as automation and project management, ServicePRO was adopted company-wide.

Processes like hiring new employees became streamlined with Project Templates, allowing workflows to not only notify system departments, but also security and facilities, and even send a notice to a credit card queue. This allowed all necessary steps to be completed in a timely manner, allowing new hires to hit the ground running as soon as they set foot in the door.

With ServicePRO, BlueScope Buildings NA now has complete visibility across their entire organization’s help desk processes.  Automation rules helps them manage the large volume of tickets they receive by automatically routing requests to the correct department, and notifying the proper people. Multiple system email accounts have enabled BlueScope to easily bring in other divisions, and provide a convenient way to segment the tickets coming in.

“Before ServicePRO we had to look through piles of paper for previous issues.  Now we have the search capabilities to quickly find the answers we need.”– Randy Long, Support Desk Administrator

“Resolutions times have greatly been cut down since implementing ServicePRO.”

“Our external and internal Auditors have been extremely easy to deal with on account validations, due to the ticket information we store; before, it was a nightmare.”

 

 

 

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Real Estate
Real Estate

  • The Company
  • The Challenge
  • The Solution
  • The Benefits

StuyTown Property Services is based in New York City and handles the property management of Stuyvesant Town-Peter Cooper Village, a 110 building residential complex on the east side of Manhattan.

StuyTown handles thousands of new leases each year, while also managing all resident issues on property. StuyTown Property Services has been a client of Help Desk Technology Corporation since 2014, and uses ServicePRO Cloud.

 


Prior to using ServicePRO, StuyTown communicated with residents mainly with Microsoft Outlook, requiring numerous public calendars and a constant inflow of emails. This made it difficult to track resident requests over time. Communications had to be explicitly forwarded to others to be viewed, occasionally leading to communications being missed or tasks being forgotten.

Due to these inefficiencies it was nearly impossible to track recurring problems and intervene on requests breaching SLA as this information only existed in one individual’s inbox.

StuyTown has implemented ServicePRO in their Legal, Accounting, and Resident Services departments. StuyTown discovered that a resident’s move-in experience had a dramatic effect on their overall opinion of the property. Move-Ins are now processed in ServicePRO as project requests, dividing a project into multiple tasks that can each be allocated to the appropriate department.

ServicePRO’s project functionality enables the creation of hierarchical structures, consisting of requests, and subfolders for efficient management of multi-task projects; sub-tasks in a project can be set as independent from other tasks, or interdependent on each other, and can trigger the creation of new tasks once these dependencies are satisfied.

ServicePRO is also used to track resident issues. Each issue is submitted as a request in ServicePRO and is associated with the resident of record. These requests are automatically escalated to a higher level 24 hours after submission through the use of Business Rules, ensuring a timely response is received by both residents.

ServicePRO is also used to directly process email from residents and dispatch it to the relevant department, whether it be Resident Services, Legal, or Accounting. This is useful and convenient for residents to quickly get answers to questions.

StuyTown has used ServicePRO to significantly improve the efficiency of their customer service, through increased transparency, accountability and collaboration.

By handling new move-Ins as ServicePRO projects, the Management and Resident Welcome teams have real-time, on-demand access to the progress of all move-ins with pending tasks at each building, allowing full accountability and a simple way to get a status on what was once a very complicated process. Business Rules enable issue escalation and allow a representative to view residents’ entire issue log. Representatives can also use social features within ServicePRO, such as Quick Messages, to communicate regarding specific requests and collaborate towards the resolution of an issue.

"StuyTown has implemented ServicePRO in their Legal, Accounting, and Resident Services departments. ‘Taking communication happening in people’s email and putting it all in one place."

– Gregg Haverstick, Senior Director of IT, StuyTown Property Services

ServicePRO has allowed us to take issues that were once fragmented without any transparency and streamline them into a well-documented task.”

– Gregg Haverstick, Senior Director of IT, StuyTown Property Services

 

 

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