How RedSalud unified EX across its subsidiaries and delighted agents with Freshworks

About RedSalud: 

RedSalud is a Chilean private healthcare provider offering affordable quality health services with a personal touch throughout the country. It has nine hospitals, over 40 medical and dental centers, 8,000 employees, and 5,000 physicians. 

We spoke to Carolina Correa, Project Manager, to understand more about RedSalud, their priorities, and how IT plays a pivotal role in transforming the healthcare experience.

Streamlining multiple help desks across subsidiaries 

RedSalud's primary mission is to be the leading healthcare provider in Chile, which is considered a benchmark for quality accessible healthcare available in multiple locations with human warmth. To power its growth aspirations, the company audited its existing technology systems and processes to check for redundancies. 

Service to patients is crucial. So is internal service to employees. That is why having a top-of-the-line, unique ticketing system was so necessary. One of the key challenges identified was that only a few subsidiaries had ticketing systems, and, more importantly, each was powered by a different tool. The team realized that in equipping the remaining subsidiaries with a ticketing system, they could look at completely rationalizing their service desk across subsidiaries. In essence, RedSalud needed a tool to help them unify the service management practice across multiple subsidiaries while supporting automation and configuring workflows across business processes. Having just one unified service management tool brought with it a lot of benefits as well as synergies.

RedSalud wanted to identify the right internal support desk platform that was flexible and robust, could simplify processes with workflows and approval mechanisms, and provide custom analytics reports. They evaluated multiple platforms and decided to go with Freshservice. 

Organization-wide service desk for the entire group

The Freshworks team were flexible at all time. They understood the transformation RedSalud faced and acted accordingly, allowing them to adopt their solutions seamlessly.

To establish a consistent experience, the IT team wanted to ensure the same user interface across subsidiaries. RedSalud started with a clean slate. 

With Freshservice up and running, RedSalud built a cohesive support model within the organization, enabling employees to use Freshservice as their unified support platform effectively. Having a centralized approach to service management, along with well-defined service request categories and forms, had a lot of benefits. With the same tool being used across subsidiaries, rolling out updates or changes in the platform was relatively easy for the IT team. 

Taking a unified service management approach came with a few other benefits: 

• One tool that helps with unifying the complete service desk experience, its management, measurement, as well as effectively cross-leverage best practices from across subsidiaries 

• Effectively trace incidents and changes 

• Effortlessly extend enterprise-wide service management best practices across  business functions 

Transforming service management with Freshservice 

While transitioning to Freshservice, the team made a conscious decision that they didn't want to move anything ‘legacy’ to the new platform. RedSalud progressively moved to Freshservice, ensuring there was minimal disruption. 

RedSalud identified the following Freshservice features that have proved highly pivotal in transforming the employee experience: 

Workflow Automator: One of the key objectives of using the Workflow Automator was to make each service request context-sensitive. The Workflow Automator also helped RedSalud qualify the ticket based on its criticality and assign it to agent groups based on categories and subcategories. This has helped to optimize ticket prioritization and resolution while providing status insights to the requestor at each stage. RedSalud has also been able to streamline physician onboarding. Raising an onboarding ticket triggers a series of service requests that the respective teams act on the same instead of going through several departments. Similarly, RedSalud has also automated the hospital equipment or instrument acquisition whereby a ticket raised for procurement triggers a workflow that requests approvals from concerned departments before placing an order through the procurement department. These are just a few examples of use cases with outside IT management.

Incident Management: From an incident management standpoint, RedSalud uses Freshservice to centrally record, track, streamline, and manage incidents across its subsidiaries. Since predefined automated workflows managed most issues, fewer tickets reached agents. This freed up agent bandwidth, and they could, in turn, spend time on more challenging and complex problems. 

Change Management: As for change management, the Change Advisory Board manages the entire change management process through Freshservice. The tool is used to track change requests and monitor the changes upon implementation, and later down the line, start to report back on those requests. 

Asset Management: RedSalud manages and tracks assets such as computers across its lifetime on Freshservice Asset Management. They also use the Discovery Agent to track these assets and continuously update information about these machines in real-time. RedSalud can now easily assign issues to the correct asset and associated data. This gave a comprehensive view to track assets' performance over time. 

Service Catalog & Knowledge Base: The knowledge base has empowered employees to resolve issues independently. For instance, when users try to log tickets by entering a few keywords on the service catalog, the support portal recommends quick fixes based on their search. In addition, RedSalud proactively uploaded responses onto the knowledge base to offer resolutions to frequently asked questions. It also had a provision whereby the user could classify an article as “not helpful,” which triggers a notification to the platform admin to check the content. 

 

Delighting agents, frontline staff, and other stakeholders 

With Freshservice, RedSalud was able to streamline service management across the organization, thereby delighting agents, frontline staff, and other stakeholders. With the benefit far exceeding expectations, the employees were also more receptive to the change in approach and reporting issues on the tool. 

The employees see the positives of moving to a centralized support desk.

From an agent standpoint, introducing the service desk has eliminated the potential back-and-forth between the requestor and the agent, thereby improving agent productivity. With elementary issues being resolved either through automation or self-service, agents have more disposable time to solve more complex problems.

Looking ahead 

With over 300 active agents in the platform and 50% of the tickets attended by non-IT agents, RedSalud has successfully centralized its service management practice across all its subsidiaries. The company will continue to double down on automation and enable employees sufficiently to ensure they spend less time reporting issues. RedSalud is also exploring FreshCaller, unifying its ticketing and call management platform.