Industry : Health Care
Spanish Medical Group, with more than 70 medical centers and 40,000 employees, was facing significant challenges in managing its technical support processes.
The lack of standardization and automation of workflows generated bottlenecks, low user satisfaction and a constant overload on the service desk.
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To address these challenges, the medical group implemented BMC Helix ITSM and BMC Helix Digital Workplace, transforming the support model and significantly improving incident and request management. The solution provided:
The implementation of BMC Helix ITSM for incident, request, and knowledge management, facilitating rapid ticket creation and access to self-service articles. In addition, the use of Remedy Smart Reporting optimized SLA levels and IT team performance analysis.
On the other hand, BMC Helix Digital Workplace provided a modern and accessible interface, reducing the burden on the service desk by empowering employees with self-service tools.
By adopting BMC Helix ITSM, it has achieved measurable improvements in its operations:
Duplication of end-user satisfaction.
15%-20% increase in first call resolution through self-service and knowledge management.
50% reduction in service desk workload through adoption of the BMC Helix Digital Workplace self-service portal.
30% decrease in incident resolution times by automating ticket prioritization and auto-assignment.
The implementation of BMC Helix ITSM has not only optimized IT management, but has also opened the way for its expansion to other areas of the organization, such as Human Resources and Purchasing.
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