Managed IT and Business Applications Support Boosted Performance and Reduced Costs
Overview
The customer is a Leading Technology enabled Healthcare Services Provider based out of the US. ACL provided the client with Managed IT and Business Application Support Services to improve their service delivery.
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Challenges
Limited responsiveness and availability of business-critical applications
Lack of innovation and automation and limited business gains
Lack of virtualization and operational productivity
Limited mechanism for SLA and overhead of resources for delivery of services
Solution
ACL provided Managed IT and Business Application Support for the client, including:
- 24X7 L1 support desk for all IT & Business Apps (internal & consumer facing), computing devices
- nts reporting, service request handling, ticket prioritization, and ticket trend analysis
- Administered network security, tool management operation to take preventive action
- Support provided for business apps (ECM, printing, RCM master, patient payment portals), communication (global directory, IM, mail, calendars etc.), enterprise systems (SQL servers, MS visio, sharepoint etc.), data network and telecommunications
Outcomes
- Higher availability of business systems
- 20% reduction in Operational Cost
- Faster response times for business-critical applications
- End-to-End automation platform using AI/Machine learning
- Achieved 100% Virtualization using virtual desktop infrastructure (VDI)
- Reduced manpower and improved SLAs for service delivery
- Enhanced patient experience
