Pursuant Health Celebrates a Clean Bill of Health with Field Services Automation
- Automation of 100-150 daily email alerts from Pursuant Healthcare Stations needing basic repairs or routine maintenance.
- Scalability to support 6000 Pursuant Healthcare Stations
- SLAs Met
- 100% Reduction in Time Spent Creating Reports
- 100% Reduction in Time Spent Creating Cases
The scale at which Pursuant Health was growing required a more automated approach to handling field services. Every day, Pursuant Health receives hundreds of email alerts from their nationwide, self-service healthcare stations calling for basic repairs or routine maintenance. With a steady growth from 250 stations to a projected 6,000 stations by end of year 2016, tracking and fulfilling these alerts became a challenge for two primary reasons:
1) Each alert needed to be converted to a case, which required many manual steps to complete.
2) Pursuant Health’s inventory management process was outsourced, making it difficult to reconcile repair parts with case information.
Pursuant Health realized that to improve the speed at which repairs could be made, minimize costs, and improve employee productivity, automation was the answer. Before the challenges became too much to bear, Pursuant Health brought in Fruition Partners to help automate their field services and inventory management activities. Having been fully automated on the ServiceNow platform for the last nine months, Pursuant Health has seen many favorable results.
The Pursuant Health mission is to offer the nation’s premier and most trusted consumer-directed health care platform, designed to use vital data to connect consumers with relevant services and products, improve efficiencies in the health care system, promote well-being and create better health care outcomes.
The Pursuant Health Station is an interactive unit that gives consumers free and convenient access to health care through screening tools for Vision, Blood Pressure and BMI, as well as expanding services through assessments such as Vitamin and Smoking Cessation. The Station, located at major retailers like WalMart, Sam’s Club, and Schnuck’s, provides an overall health risk assessment, access to a database of local providers and actionable recommendations to improve health outcomes moving forward.
In need of a solution that provided repeatable workflow automation and core business processes like inventory management, Pursuant Health chose ServiceNow over other suitors like Netsuite and Zendesk. Robert Lort, VP of Kiosk Network Operations at Pursuant Health, asserted, “the ServiceNow platform was the only solution we looked at that offered focused and integrated support. Because we manufacture, deploy, and support the healthcare stations ourselves, it was important to choose a tool that could unify our vertically-integrated business model through process automation and governance.”
Download the complete Pursuant Health Success Story (PDF).