Parkview Health is a leading regional community-based health system with eight hospitals and a comprehensive physician network, providing all types of medical specialties, serving a population of nearly a million people in Indiana and Ohio. With more than 8,700 employees, Parkview is the region’s largest employer and a key voice for population health in the community.
Experiencing high growth while implementing a strategic initiative towards effective population health management, Parkview Health was struggling with a cumbersome, difficult-to-use and inflexible IT service management (ITSM) system. Parkview required a comprehensive, configurable ITSM software solution suite that delivered visual executive dashboards, actionable metrics for decision-making, easily extractable data, and ITIL® processes right out-of-the-box. “With our old system, we couldn’t even extract meaningful data; we basically had no useful metrics,” said Rick Miller, director of the IS management office. “We needed a powerful and scalable ITSM system that could deliver on our key business requirements and help us drive success at the organizational strategy level.
“Cherwell Service Management delivers ease-of-use, configurability, and flexibility for us to respond quickly to HIPAA requirements.”
Rick Miller - Director of Information Systems
Working with Cherwell Solutions Partner, REM Enterprise Solutions, Parkview Health implemented Cherwell® Service Management®, a comprehensive, holistic ITSM solution with a powerful interactive self-service portal, eye-catching executive dashboards and business intelligence, and a complete family of mobile apps. “Cherwell Service Management is so easy to use that we created a basic functional system in less than 24 hours,” said Miller. “It was impressive. Completing that same functionality would have taken weeks in our previous solution. And we went live in just 90 days.”
Parkview’s Cherwell Service Management system rollout included a customer self-service portal, Incident Management, Problem Management, Change Management, Knowledge Management, dashboards, metrics and OnDemand Reporting. “Cherwell Service Management offers ease of use, configurability, flexibility, and scalability—and it’s so intuitive. We cut over to Cherwell Service Management and in two weeks, we were creating new functionality. After the first 72 hours, people were asking, ‘Can I do this in Cherwell Service Management?’ We accomplished a radical shift of our team’s thought process. They design their own widgets and create their own reports. It’s amazing.”
Parkview Health has implemented actionable baseline metrics and is now generating reports and dashboards for more effective decision-making. With Cherwell, the IT department can easily access data, extract information, and manage by exception. “With Cherwell Service Management configurability, we can adjust in minutes as we implement more of the ITIL framework,” said Miller. “In healthcare, you can’t function ad-hoc anymore; you have to produce meaningful metrics so you can effectively drive business strategy to the next level.”
Parkview significantly upgraded Incident Management and Problem Management, and transformed Change Management with automated approvals—so that auditors can see the complete audit trail in one ticket. “Cherwell gives us the flexibility to respond quickly to audit requirements. Was this app tested? Was it approved by the IS manager to go into production? Did it go before the review board? Was it approved? We e-mail, conduct approvals with voting, and notify right from Cherwell Service Management—and it’s all documented right there in the ticket.”
“Our experience with Cherwell Software and REM Solutions was 10 times better than the average customer service from our previous vendor,” said Miller.
According to the University’s IT director, “there is no doubt that Cherwell Service Management has changed the way our support professionals do business for the better. They love it and enjoy using and crafting the tools every day.” Not surprisingly, one of the university’s major benefits from the comprehensive ITSM solution stems from the fact that Cherwell has significantly improved the customer experience for users served by the IT department—i.e., the faculty, staff and students. “Customer self-service, the knowledge base, customer satisfaction surveys, and data availability—all of these have raised our clients’ abilities to be more productive and effective in their jobs, relying less on the help desk itself and more on the services the help desk provides. It has been a transformational shift on our university campus, contributing to a much higher satisfaction rating of our support unit as a whole."
Parkview Health plans to continue its high growth and strong progress toward its population health management strategy. Additionally, Parkview would like to provide self-service portal access to healthcare patients throughout the health network to provide access to relevant medical information.
In the future, Parkview envisions the creation of an effective human resources service request system via portal to measure key metrics and plans to roll out Cherwell Mobile™ in a 50-mile radius around its headquarters.
REM Enterprise Solutions has a dynamic team of solutions architects, software developers, system integrators, quality assurance testers, and process engineers. Headquartered in Atlanta, REM helps clients face the unique challenges of corporate environments by applying practical business solutions that work.
Read Case Study