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The Background

A healthcare network operating in nineteen states wanted to modernize its ITSM for more than 9,000 employees, including medical professionals with potentially urgent tech-support needs. Terazo was brought in to develop a contact center with a dynamic IVR, call routing, and advanced analytics, fully integrated with ServiceNow.

Terazo Case Study: Health Network

The Challenge

An industry leader in long-term acute care and inpatient rehabilitation with more than 50 facilities sought a way to consolidate, stabilize, and streamline its 24/7 IT support coverage for more than 9,000 employees. After migrating to ServiceNow to manage IT service issues, the company aimed to improve its support procedures with a Twilio Flex-powered contact center integrated with their ServiceNow instance.

Our Approach

Terazo reviewed the existing phone system and ServiceNow configuration and created a multi-featured Twilio IVR that aligned with the previous workflow. In concert with the client’s technical leadership, we consolidated menu options and expanded voice. We then implemented a custom plugin that embeds a Flex Contact Center panel inside the ServiceNow platform the company was already using, scripting API endpoints for data delivery from the Twilio IVR, automating procedures for incident management, and requesting fulfillment in a single ServiceNow. Terazo also added priority call routing and a voicemail option that automatically generates tickets in ServiceNow.

Technologies & Services Utilized

IVR Development

Twilio Flex Integration

ServiceNow Integration

Managed Services

The Results

The healthcare network now has a stable, streamlined product for its mission-critical service desk. This implementation helped unify and standardize ITSM for the company’s more than fifty hospitals and healthcare facilities, easing their post-acquisition transition and better enabling IT support for all their medical professionals.

Key Outcomes

  • A centralized IVR available company-wide, 24/7, that collects caller data, optimizes automated responses and streamlines support agents’ response procedures

  • A customized Flex Contact Center embedded directly in ServiceNow, leveraging the capabilities of both products in a single view

  • Priority call routing

  • Recommendations for system enhancements to expand options in the IVR, to accelerate processes, and to build increasingly-granular metrics into analytics reporting

  • Continued monitoring, maintenance, and reporting by a managed services team with expertise in the product