Support Services for Healthcare Company

Problem

In order to reduce clinical labor costs and secure quality staff to its customers, the Client wanted to implement a system to act as a bridge between the Facilities that require contract nursing staff and the Agencies that supply on demand staff. InterWorks implemented and successfully launched Complete Vendor Management System (VMS) – portal solution, which provides possibility for (32) medical facilities to request staff at predefined rates and service levels, and on the other hand, for (200) agencies, the possibility for effective responses with appropriate staff (skills and credentials) on facility requests, assuring business from the facilities. As the most critical phase after product launch is managing the change in production, the client awarded InterWorks with a multiyear support and maintenance services contract.

Solution

Given the needs of the client and despite the different time zones, InterWorks provided several levels of support, with full 24/7 coverage. The supporting services were designed to provide the Client proactive support with a team of professionals who possess a substantial development experience. The range of activities in scope of the InterWorks team included:

  • Filtering Help Desk calls and providing basic support and troubleshooting
  • Gathering and analyzing information about the user’s issue and determining the best way to resolve their problem, on a basic level
  • Initial system triage, troubleshooting and Bug fixing
  • Unit testing, functional testing, regression testing, end-to-end testing, performance testing
  • Enhancements and improvements
  • Management of technical support incidents and business support incidents
  • Escalation management and reporting
  • Configuration, IT administration
  • Case management, history monitoring and analysis

In one word, besides always having the ability to deploy solutions to new problems, InterWorks support team members were go-to resources for solving even the most difficult issues.

Benefits

  • Less time for diagnosis, response and resolution
  • Less releases and patches
  • Increased uptime
  • Reduced total cost of ownership

healthcare

Technologies

Java, Hiberante ORM, Microsoft SQL Server, LDAP, Bea Aqual Logic BPM Workflow engine (ALBPM), Bea WebLogic Portal, Portlets, Bea WebLogic PageFlows, JSP, AJAX, JUnit , HtmlUnit web functional testing, HUDSON cruise control, JIRA, HP Quality Center

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