Driving Superior Healthcare
through Smarter IT
A Healthcare Firm Partners for GCC-Powered IT Excellence
Problem
Delivering seamless healthcare demands robust IT systems tailored to diverse patient and staff needs. The healthcare firm needed a Global Capability Center (GCC) to enhance IT support, ensure compliance with India’s healthcare regulations, and drive scalability to meet growing digital demands across its facilities.
Solution
An advanced IT support platform, managed through a GCC in Bengaluru, provided real-time system monitoring, automated workflows, and compliance tools, enabling the firm to boost operational reliability and accelerate digital transformation.
Result
99.8% system uptime achieved, with a 30% reduction in IT issue resolution time and a 20% increase in staff productivity, driven by GCC-led insights and automation.
Transforming Healthcare with GCC-Powered IT Support
Managing over 500,000 patient records annually, a leading healthcare provider in India with ₹5,200 crore in annual revenue operates hospitals and clinics across urban and rural areas. Their mission: deliver accessible, high-quality care through technology-driven solutions. However, fragmented IT systems, frequent downtimes, and compliance challenges, exacerbated by limited in-house expertise, hindered operational efficiency and care quality.
Actionable Insights through GCC Expertise
Partnering with a Bengaluru-based GCC for six years, the provider has resolved over 100,000 IT tickets, leveraging the GCC’s expertise to optimize system performance. The GCC’s advanced analytics tools identify trends in system issues, such as EHR access delays or billing errors, enabling proactive resolutions. A benchmarking feature compares IT reliability against other healthcare providers, ensuring a competitive edge in operational uptime.
Boosting Productivity with GCC-Driven IT Support
The GCC integrated real-time monitoring widgets into the provider’s IT dashboard, achieving a 30% reduction in issue resolution time. Displaying 99.8% uptime metrics across internal channels boosted staff confidence, improving productivity by 20% and optimizing resource allocation through centralized GCC oversight.
Empowering IT Teams for Swift, Compliant Service
Proactive system monitoring by the GCC captures potential disruptions, ensuring uninterrupted care. The GCC’s integration of EHR and billing systems with the IT support platform streamlines workflows, combining ticket management and compliance checks into one interface, reducing resolution times from 48 to 33.6 hours, a 30% efficiency gain.
Leading with Technology at the Core
Weekly GCC-led reviews of system performance data pinpoint root causes, driving improvements like faster EHR access and secure billing processes. A prioritized insights report, generated by the GCC, highlights critical focus areas, enabling proactive solutions. By aligning IT operations with patient and staff needs, the provider ensures every enhancement, powered by GCC expertise, strengthens care delivery and operational resilience.
