Healthcare Software Provider Alleviates Support Rep Frustration with Appliance-Based Remote Support
公司规模
Mid-size Company
地区
- America
国家
- United States
产品
- LabDAQ Laboratory Information System
- DAQbilling Practice Management Software
- Bomgar
技术栈
- Remote Support Software
- Client Server Software
实施规模
- Enterprise-wide Deployment
影响指标
- Productivity Improvements
- Customer Satisfaction
技术
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 医疗保健和医院
适用功能
- 离散制造
用例
- 远程资产管理
- 远程协作
服务
- 系统集成
关于客户
Antek HealthWare is a leading provider of innovative software solutions for the healthcare industry. The company's products, including the LabDAQ Laboratory Information System and DAQbilling Practice Management Software, are used by thousands of physicians and laboratory professionals every day. LabDAQ can be found in virtually every clinical laboratory environment, including hospitals, clinics, physicians’ office labs, and reference laboratories. DAQbilling is an Application Service Provider (ASP), offering lower start-up costs along with easier implementation and maintenance than traditional medical billing software packages. More than 40,000 physicians in the United States rely on Antek’s technology to provide better patient care and better business management within their offices, clinics and hospitals across the country.
挑战
Antek HealthWare, a healthcare software provider, was facing challenges in providing fast and effective support for its medical office software products. The company was using a client server-based solution, but as the company expanded its client base, it became clear that this type of software was not up to the task of supporting Antek’s nearly 2,000 clients. The clients had to install the software before any support sessions could be initiated, adding to the time and expense of end-user software implementation. In addition, the software required manual configuration of firewalls in order to allow for high-speed connections. In most instances, Antek’s support representatives had to connect to remote clients through dial-up, making the connection extremely slow. This resulted in longer call times and increased frustration among support representatives.
解决方案
In September of 2005, Antek HealthWare simplified its remote support processes by implementing Bomgar, a remote support solution. Bomgar allows Antek to support its customers without any firewall configuration or pre-installation of a client on the end-user’s computer. This has significantly reduced the time and complexity of connecting to a client's system for support. To simplify the connection process even further, Antek has created an additional shortcut to the connection process. They have created a link on the welcome screen of their software, which directs clients to their site for support. This has made the process of connecting for support much quicker and easier for both the client and the support representative.
运营影响
数量效益
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.
相关案例.
Case Study
Hospital Inventory Management
The hospital supply chain team is responsible for ensuring that the right medical supplies are readily available to clinicians when and where needed, and to do so in the most efficient manner possible. However, many of the systems and processes in use at the cancer center for supply chain management were not best suited to support these goals. Barcoding technology, a commonly used method for inventory management of medical supplies, is labor intensive, time consuming, does not provide real-time visibility into inventory levels and can be prone to error. Consequently, the lack of accurate and real-time visibility into inventory levels across multiple supply rooms in multiple hospital facilities creates additional inefficiency in the system causing over-ordering, hoarding, and wasted supplies. Other sources of waste and cost were also identified as candidates for improvement. Existing systems and processes did not provide adequate security for high-cost inventory within the hospital, which was another driver of cost. A lack of visibility into expiration dates for supplies resulted in supplies being wasted due to past expiry dates. Storage of supplies was also a key consideration given the location of the cancer center’s facilities in a dense urban setting, where space is always at a premium. In order to address the challenges outlined above, the hospital sought a solution that would provide real-time inventory information with high levels of accuracy, reduce the level of manual effort required and enable data driven decision making to ensure that the right supplies were readily available to clinicians in the right location at the right time.
Case Study
Gas Pipeline Monitoring System for Hospitals
This system integrator focuses on providing centralized gas pipeline monitoring systems for hospitals. The service they provide makes it possible for hospitals to reduce both maintenance and labor costs. Since hospitals may not have an existing network suitable for this type of system, GPRS communication provides an easy and ready-to-use solution for remote, distributed monitoring systems System Requirements - GPRS communication - Seamless connection with SCADA software - Simple, front-end control capability - Expandable I/O channels - Combine AI, DI, and DO channels
Case Study
Driving Digital Transformations for Vitro Diagnostic Medical Devices
Diagnostic devices play a vital role in helping to improve healthcare delivery. In fact, an estimated 60 percent of the world’s medical decisions are made with support from in vitrodiagnostics (IVD) solutions, such as those provided by Roche Diagnostics, an industry leader. As the demand for medical diagnostic services grows rapidly in hospitals and clinics across China, so does the market for IVD solutions. In addition, the typically high cost of these diagnostic devices means that comprehensive post-sales services are needed. Wanteed to improve three portions of thr IVD:1. Remotely monitor and manage IVD devices as fixed assets.2. Optimizing device availability with predictive maintenance.3. Recommending the best IVD solution for a customer’s needs.
Case Study
HaemoCloud Global Blood Management System
1) Deliver a connected digital product system to protect and increase the differentiated value of Haemonetics blood and plasma solutions. 2) Improve patient outcomes by increasing the efficiency of blood supply flows. 3) Navigate and satisfy a complex web of global regulatory compliance requirements. 4) Reduce costly and labor-intensive maintenance procedures.
Case Study
Cloud-based healthcare solution for Royal Philips
Royal Philips wanted to launch its cloud-based healthcare solution HealthSuite Digital Platform in China to deliver services to help cope with challenges related to urbanization and population growth. Philips wanted to achieve this goal by combining mobile, cloud computing and big data technologies. To bring this platform and product to market, Philips required cloud computing and local technical service capabilities in China, in addition to a flexible IT infrastructure that could handle user requests.
