Executive Summary

Pursuant Health Station 2015The 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.

Company Background

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.

Challenge

Each day, Pursuant Health receives approximately 100-150 email alerts from their healthcare stations calling for basic repairs or routine maintenance. The support teams responsible for managing the incoming alerts relied on emails and manual tasks for much of the case management process. To summarize, each alert needed to be manually logged as a separate case for tracking purposes. This presented a separate problem, as it was common to see duplicate cases created for each alert. Once a case was vetted and verified, case management staff shared the case details with the appropriate field technician via email. Final email correspondence took place when the field technician completed the repair.

While the process worked well for 250 stations, it was neither scalable nor flexible as Pursuant Health continued its growth toward 6,000 stations by end of year 2016. Because they averaged hundreds of alerts per day, Pursuant Health spent several hours a day just logging cases versus fixing the problems.

Furthermore, field technicians were finding themselves in back-and-forth email exchanges with case management staff to obtain additional case information or clarification. Needless to say, none of these service interactions were being captured beyond an email thread.

The headaches caused by the manual case management process were only exacerbated by their inventory management process, which was outsourced and equally as disjointed. Without a clear picture of real-time inventory, Pursuant Health was regularly dealing with inventory shortages and lost and misplaced parts.

How could Pursuant Health manage the expected increase in station alerts as they quickly grew from 250 healthcare stations to 6,000?

Solution

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.”

Since this project represented an opportunity to demonstrate the power of service management as an enterprise discipline, Pursuant Health brought in Fruition Partners to help guide all aspects of the implementation process.

According to Robert, the Fruition Partners team was strong out of the gate, walking though multiple use cases to determine the best way to make ServiceNow work for Pursuant Health. After establishing initial business requirements and process design upfront, Fruition Partners rolled out an iterative delivery methodology to ensure all project activities supported a rapid, yet successful go-live.

This methodology was marked by three, successive waves, as summarized below:

Pursuant Health Wave Table

Even with the level of application customization and configuration involved during the Foundation and Implementation stages, Fruition Partners’ tight methodology structure kept the project timeline intact.

In the end, it took 120 days for Pursuant Health to get their new solution.

Compared to the old, email-based system, which required lots of manual interaction and roundabout tasks, the new system is fully automated. In short, station alerts are routed to ServiceNow directly, cases are automatically created, and case details are sent to field technicians via auto-notifications, with all related correspondences being captured in the case record.

Furthermore, Pursuant Health was able to terminate their outsourced inventory management services thanks to ServiceNow’s work management module and dashboarding, which automatically notifies field technicians when parts are available to prevent untimely dispatch.

Outcome

Since their July 2014 go-live, Pursuant Health has seen significant benefits. Along with saving time, Pursuant Health is saving money as well. On the inventory side alone, Pursuant Health is saving over $40,000 a year by eliminating the cost associated with lost parts. Combined with the cost savings from bringing their inventory management practice in-house along with trimming down case management staff, Pursuant Health is saving well over six-figures a year.

While the management team is celebrating the time and cost savings, employees are enjoying the improved user experience. Robert, for one, used to cringe when someone asked for a new report. Now, he’s happy to do it since it’s a one-time task that takes only 5 minutes to complete. Even employee training has significantly improved since minimal instruction is needed to explain the workflow-driven tasks in ServiceNow.

When asked what he was most proud of with the new solution, Robert didn’t have to think too long before he had his answer: “How we’ve built the workflows to do everything automatically. We’re living up to our SLAs, and we’re doing everything in an efficient way. I feel good that everybody’s doing what they’re supposed to be doing with customer’s instead of worrying about the system. Now that all the modules are contained within a single system and can talk to one another, our employees are less focused on recalling and executing repetitive details and more focused on other, more value added tasks.”

Since the go-live, Pursuant Health has already begun the process of enhancing their field services solution with added activities like incident, problem, work order management, asset management, and project management.

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