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Press release from Business Wire

CUSTOMER SUCCESS: MemorialCare Health System Improves Its Own IT Health

<p class='bwalignc'> <i>BMC Software helps major hospital network improve patient satisfaction</i> </p>

Monday, July 16, 2012

CUSTOMER SUCCESS: MemorialCare Health System Improves Its Own IT Health07:45 EDT Monday, July 16, 2012 HOUSTON (Business Wire) -- To serve a network of six leading hospitals across southern California, MemorialCare Health System (MHS) relies on highly specialized technology to diagnose and treat patients. For obvious reasons, it's absolutely necessary that computer systems work flawlessly. Streamlined IT operations are a key factor in making sure the hospital network runs smoothly. Before selecting BMC Software, MHS could not efficiently manage IT requests from all of its medical facilities. What's more, the hospital system did not have an automated system to track computer and software assets in real time. This collective gap in the MHS IT management capability had a direct and profoundly negative effect on customer satisfaction. “Prior to selecting BMC Software, we had no way of determining the number of IT assets we had. We spent an exorbitant amount of time gathering this information and manually entering it into a database,” explained Terolyn Phinsee, project manager at MHS. “Today, our successful implementation of BMC Track-It! has produced a measurable increase in customer satisfaction, with an overall score of 95 percent for ‘quick response to issue.'” The Challenge MHS lacked an efficient method for tracking and assigning help desk requests between hospitals. The company also needed a way to track hospital hardware and software assets in real time, without inundating internal IT resources. Finally, MHS needed to ensure it was compliant with healthcare security regulations such as HIPPA Administrative Safegaurds. The Solution MHS reviewed a number of help desk solutions, including the FrontRange HEAT product. The hospital network selected the Track-It! solution from BMC Software for its superior customization capabilities, ease of use, flexibility and automated workflow. Benefits The BMC solution was in full production at MHS within eight hours. Once implemented, the organization experienced the following immediate benefits: Increased employee and patient satisfaction with IT service and support Real-time view of all computer and software assets across all six hospitals and the ability to assign work orders to technicians at any site Improved help desk agent workflow to quickly and efficiently solve IT problems and requests Improved compliance to healthcare regulations such as HIPPA For more information on the MHS implementation and the BMC Track-It! solution, please visit: Read the full case study here Access the BMC Track-It! Customer Community Follow @BMC_TrackIt on Twitter Become a fan of BMC on Facebook Business Runs on IT. IT Runs on BMC Software. Business runs better when IT runs at its best. That's why more than 20,000 IT organizations – from the Global 100 to the smallest businesses – in over 120 countries rely on BMC Software (NASDAQ:BMC) to manage their business services and applications across distributed, mainframe, virtual and cloud environments. With the leading Business Service Management platform, Cloud Management, and the industry's broadest choice of IT management solutions, BMC helps customers cut costs, reduce risk and achieve business objectives. For the four fiscal quarters ended March 31, 2012, BMC revenue was approximately $2.2 billion. BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners. © Copyright 2012 BMC Software, Inc. BMC SoftwareScott Pace, +1-813-514-3815scott_pace@bmc.comorOgilvy PR WorldwideZoey Farooq, +1-415-677-2713zoey.farooq@ogilvy.com