Case of study implementation helpdesk for ServiceTonic for Serveis Sanitaris Lleida, maintenance, services General, nursing and care to the patient

In this case study we will have a look at GSS, Gestió de Serveis Sanitaris, which is a public Spanish company that provides management and health care services within the territorial scope of the district of Lleida.

The company’s mission statement is to look after for citizen health care and wellness, providing services in all care assistance lines: Specialized Attention, Primary Attention, Mental Health and Addictions Attention, Social Care Attention and Social Attention.

GSS is continuously expanding and currently has a team of more than a 1000 professionals distributed among the different centers they manage including Santa Maria Hospital, with over 500 years of history and several Mental Health Care Centres, Rehabilitation Centres and Offices, having as their main goal a high-quality assistance and citizens satisfaction.

Case study: the need

Within the new Systems Master Plan, GSS has included the creation of the Information Systems Technical Office, an office focused on being a single point of communication between the users and the Systems Department, aiming to increase the efficiency of the Department, control and user satisfaction level.

“ServiceTonic helped us automating the support processes of the Technical Office, improving our efficiency and providing us the control we required and most of all the service operations.” Miquel Mesas, Responsible for the Information Systems Technical Office

The Solution

GSS selected ServiceTonic for its ability to automate services and wide functionality, but mainly for its flexibility and adaptation capacity to quickly meet customer requirements.

“In only one week, we had ServiceTonic service fully operative and fully customized according to our requirements and completely integrated with our email address and Active Directory.”

ServiceTonic easy configuration with no programming required, allowed GSS’s to define their internal categorization, Service Levels (SLAs), work teams, business rules, dashboard with its indicators and main management reports, making the system ready for production and available to the Information Systems Department and to users, in only a few days.

“In a critical environment such as the hospital environment, ServiceTonic helped us to overcome more than 90% of the several established service levels, significantly increasing the service management and providing us all the tools in order to continuously improve our management.”

Beyond IT

ServiceTonic’ multiservice capacity has made GSS decide to expand the use of ServiceTonic also to the Maintenance and General Services Departments, becoming one of the strategic tools of the organization.

Main Benefits

  •  Quick set-up.
  •  Easy customization to internal needs with no programming.
  •  Total integration with corporate systems (LDAP, Mail and Intranet).
  •  Multiservice capacity on a single installation.
  •  100% Web access to the application.
  •  More control: Dashboard, indicators, alarms, reports.
  •  Work Flow Automation by business rules.
  •  TCO (total cost of ownership) affordable and fast ROI.

About ServiceTonic

ServiceTonic SL, is the Spanish company that develops and markets ServiceTonic software. In less than two years, ServiceTonic SL became a real option for helpdesk corporate solutions and business processes automating, offering the vast majority of features of the biggest companies at a fraction of its price. ServiceTonic is available in 7 different languages and thousands of users from several countries, daily trust their service requests and incidents to their support departments and helpdesk by using ServiceTonic.