Intelligent automation helps patients receive faster care with reliable systems
Overview
Healthcare providers rely on seamless technology systems to ensure efficient, high-quality patient care. However, managing IT operations in a large healthcare network comes with significant challenges, from minimizing downtime to ensuring rapid issue resolution.
The client, a leading nonprofit healthcare organization in the US, faced limitations with its existing IT support processes. This resulted in poor system performance and reliability, as well as a negative end-user experience for clinicians and staff due to delayed issue resolution. To enhance operational efficiency and adopt a more proactive approach to service management, the client partnered with HCLTech to modernize application support, optimize system performance and build a more resilient IT infrastructure for patient care.
The Challenge
Managing IT support in a large healthcare system demands efficiency, speed and accuracy. However, the client's existing approach often fell short of these expectations. Frequent false alarms triggered unnecessary escalations, overwhelming IT teams and contributing to alert fatigue. Support staff were often tied up with non-critical issues, further straining resources through manual, repetitive processes and diverting attention from more urgent system needs.
Additionally, issue resolution times stretched across multiple days, disrupting clinical operations and delaying access to essential applications. Healthcare providers, who relied heavily on these systems for patient care, became increasingly frustrated with slow responses and inconsistent support. This growing dissatisfaction among clinicians and staff impacted daily workflows and highlighted the urgent need for a more reliable support model that is capable of sustaining the seamless, technology-driven care experience that both patients and providers expected.
The Solution
HCLTech partnered with the client to design a proactive, resilient and user-experience-focused support model aimed at elevating the clinician experience and ensuring uninterrupted patient care. HCLTech’s solution enabled continuous monitoring enhanced with autonomous interventions and rapid response to always keep critical systems reliable and available.
To enable this transformation, HCLTech introduced a robust Integrated Service Delivery model supported by a product-centric way of working underpinned by hyperautomation capabilities.
- Integrated Service Delivery (ISD)
This service delivery model streamlines support across the enterprise, be it clinical and non-clinical applications or digital infrastructure, delivering a seamless, end-to-end approach to IT service management within the healthcare ecosystem. - Product-Aligned Operating Model (PAOM)
Application teams were reorganized around specific Business groups, fostering stronger ownership, deeper domain expertise and faster, context-aware issue resolution.
To reinforce these foundational changes, several technology and process interventions were implemented:
- Run.Advisor to identify recurring issues using advanced analytics and implement permanent resolutions
- Process optimization initiatives to reduce ticket volumes and shorten resolution cycle times
This holistic transformation shifted our client’s IT support from reactive troubleshooting to proactive operations, empowering healthcare providers to confidently depend on their systems to deliver high-quality patient care.
The Impact
The intelligent service management implementation delivered significant, measurable improvements to application reliability and support:
- 40% reduction in application support volume due to automation efforts, reducing manual intervention and improving service delivery
- 30% reduction in false alarms, minimizing unnecessary escalations and improving focus on critical issues
- 99.7% SLA compliance, ensuring near-perfect adherence to service level agreements for consistent performance
- Rapid issue resolution within 24 hours, reducing average resolution time from multiple days to less than a day
Beyond the Numbers
This transformation fundamentally changed how healthcare providers interact with the technology systems that support patient care. The shift from reactive, manual support to proactive, intelligent management created more reliable experiences that acknowledge the critical nature of healthcare applications.
With fewer interruptions and faster resolutions, clinicians can now stay focused on what matters most—delivering quality care to their patients. The shift to a more reliable support model has not only reduced downtime but also rebuilt trust in the systems they depend on daily. As confidence in system performance grew, so did satisfaction across clinical teams, which ultimately reflected in significantly improved CSAT scores.
This integrated approach also enables the client to gain deeper insights into application performance patterns, supporting more targeted improvement efforts that address the specific needs of different clinical departments and care settings.
Celebrating Success
HCLTech continues to empower healthcare providers by transforming technology support through intelligent service delivery. Our partnership demonstrates the effectiveness of AI-driven management in enhancing system reliability, user satisfaction and operational efficiency.
As healthcare increasingly relies on technology, this intelligent support system ensures providers can focus on patient care with confidence. It guarantees that critical systems remain available and responsive 24/7, providing the reliability needed to support seamless healthcare operations.
