All Onboard at Beaufort Memorial Hospital
Beaufort Memorial Hospital has been serving the healthcare needs of the North Carolina community for more than 70 years. Opened with 25 beds in 1944, the hospital has seen significant growth over the years and is now the largest medical facility between Savannah, GA. and Charleston, SC. with nearly 200 beds.
Today, the hospitals IT Team consists of 11 technicians that support more than 2000 end-users across 11 different locations. Director of IT Infrastructure for the hospital, Willard Fosberry is responsible for managing and maintaining every aspect of technology across its locations to ensure that all systems run smoothly.
In order to accomplish its mission to deliver superior healthcare services to its patients and to improve the health of the community, the Beaufort IT Team adopted BOSS Support Central for all of the its Service Desk requirements.
When Willard joined the organization in 2009, his team had already begun the search for a new IT Service Management Solution to replace Track-IT. After performing due diligence on several solutions they quickly decided on Support Central.
"Numerous factors were taken into consideration during the decision making process, however, some of the main items that really stood out for us were the products customizable reporting capabilities, its integration into our existing remote desktop application and the versatility to easily use the work order management system in other departments at the hospital" says Willard.
Willard adds "The product is great and has everything we need for us to track and manage all of our service desk processes."
One of the important components that was missing with the hospitals previous service desk system was flexible reporting. "A primary reason we chose Support Central is that we can easily manipulate the reports to get a day to day view of all pending tickets and then sort them by priority and status."
Beaufort has become so familiar with the Support Central product that they recently extended its use to the on-boarding process of new employees at the hospital. Before a new member of staff is due to start at the organization the hiring manager simply completes a new hire web form detailing the equipment and privileges that person is going to need. This information is then used to automatically create work orders that are sent to the appropriate staff members for completion.
"The whole process is so much more efficient now that we are using Support Central for our on boarding process. It’s significantly reduced the amount of time involved in getting a new employee set up and has also eliminated the need for multiple email and phone call requests. The support team at BOSS worked closely with us to build a custom designed web based new hire form that provides all the options we need."
Willard adds "We are so pleased with the results of the new hire on-boarding system that we are now looking to use it for our internal employee transfers."
"The support team at BOSS are fantastic and are always available to deliver when we need them. They work with us on an ongoing basis to help us evaluate our IT Service Management processes and implement required changes."
BOSS has been serving the IT Service Management requirements of the healthcare industry for more than 20 years. Trusted by millions across the globe, BOSS provides simple, effective and competitively priced products for Service Desk, Asset Management, Lifecycle Management and Systems Management.Previous Case Study Next Case Study