Numara FootPrints
Customer Case Study
Webmedx Deploys Numara™ FootPrints® to Centralize Service and Support to Large Remote Workforce Located Across the United States
Webmedx
Webmedx, Inc. is one of the largest medical transcription outsourcing companies in the United States. The company provides workflow technology integrated with transcription services to produce, distribute, access, and control clinical reports enabling clients to focus on the business of patient care.
Founded in 1996, Webmedx developed the first Application Service Provider (ASP) solution for Radiology Information Systems, Clinical Report Production and Management, and Enterprise Scheduling. Webmedx customers include hospitals, imaging centers, and medical practices.
The Challenge(s)
Webmedx employs nearly 500 individuals across the United States that work from their homes and small offices. With such a large and remote workforce, it was essential for Webmedx to have a web-based system in place to improve workflow, streamline processes, and have all service and support issues tracked and managed within a centralized location.
In the medical transcription business, employees are transitioned in and out regularly. At Webmedx, numerous departments are involved when a new employee is hired or when a departing employee leaves the company. For example, user accounts must be created, computers must be purchased and distributed to new hires, the finance department needs to ensure new employees are on the payroll, etc. With these types of changes occurring on a regular basis, Webmedx required a service desk solution that would make all of this cross-department work a seamless process.
“Previously, we had a manual system in place in which we used Microsoft® Excel spreadsheets for all of our issue tracking,” explained George Liptak, Vice President of Technology and Development at Webmedx. “Needless to say, this method was not the most efficient of processes as many issues were falling through the cracks. When we decided it was time to look for a comprehensive service desk system, we needed it to be a web-based system with multi-project support, and one that was customizable to meet the changing needs of our organization. We also wanted the ability to track and manage all issues across our organization within one centralized location.”
The Solution
Webmedx has recognized a significant number of business benefits since implementing Numara FootPrints. One of the main benefits has been the improvement in workflow among agents, employees, and staff.
Within the client services department, the key benefit is that remote workers can log-in via the web-based system to track all significant customer activities, and make comments based on the communication that they have with customers. This allows everyone in the organization – even members of the team that are not directly responsible for that particular customer – to get a clear picture of what the status is with all customers.
“In the past, we have had countless instances where issues fell through the cracks,” said Mr. Liptak. “Numara FootPrints is a great product to use to make sure you don’t miss anything. The product is simply a great communication logging tool for us at Webmedx.”
Since the implementation of Numara FootPrints, Webmedx has been able to process thousands of more tickets per month, while closing tickets at a faster rate. There are anywhere between 5,000 – 8,000 tickets processed per month in the solutions center/help desk project at Webmedx. The company open and closed more than 100,000 tickets in the past year alone.
Without Numara FootPrints and its web-based ability to span easily across two support center offices (located on opposite sides of the country), Webmedx would not have been able to take advantage of the three hour time zone difference – staffing its call center so that it could spread the resources across these two facilities.
“In addition to all of the benefits that we have seen since implementing Numara FootPrints, the escalation features of the product are just a wonderful tracking system for us because any place that we are – in the office or at home – any hour of the day, we have the ability to update issues within the system,” explained Ms. Cress. “This is extremely important to an organization with a large remote workforce.”
Another benefit for Webmedx is Numara FootPrints’ ability to monitor equipment at customer sites. With Numara FootPrints, the company now has a single interface from which to monitor and react to all alerts. This allows Webmedx to run their operations more smoothly and solve problems before customers even know about them.
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