SCL Health System was founded in the early 1970’s by the Sisters of Charity of Leavenworth (SCL), Kansas, as the SCL Health Services
Corporation. In 2007, SCL Health Systems merged with Exempla Healthcare System.
SCL Health System (SCLHS) operates nine hospitals, four clinics, one children’s mental health center and over 100 ambulatory service centers in four states: Colorado, Kansas, Montana and California. The system includes 15 000 full-time associates and over 500 employed healthcare providers. Here is a snapshot of their environment.
- 9 hospitals in Colorado, Montana, California, and Kansas
- Teleworkers: doctors and nurses
- 5000 concurrent users, 15 000 users overall
- 100+ Citrix Virtual Apps servers
- Endpoints: PCs, laptops, iPads, Smartphones
- XenApp 4,5, 6,0, 6,5
- Provisioning Services 6,1
- Epic EMR (Electronic Medical Records) system
The Challenge: Integrate two healthcare systems without compromising patient care or system users’ experience
SCLHS recently finished a two year project of integrating all the hospitals onto the Epic EMR using Citrix Citrix Virtual Apps.
With a staff of four Citrix administrators, SCLHS took on the task of integrating the two systems. Their goal was to make as smooth a transition as possible while not impacting patient care or the users. Knowing that it would be a smoother project if they involved the vendor, they engaged their TRM and Citrix Consulting.
The Solution: Use the Citrix TRM to establish and maintain a close relationship between Citrix and SCLHS
The TRM for SCLHS acts as a virtual member of their team. He serves as an advocate and point of contact to assist with rapid resolution of issues if escalation assistance becomes necessary. One of his responsibilities is to understand and maintain an accurate, up-to-date profile of the Citrix product environment; responding quickly to their needs, keeping them informed about potential issues, and notifying them of new and relevant hotfixes.
SCLHS’s TRM visits them twice each year and maintains regular contact via the telephone and e-mail. He is extremely helpful and willing to go above and beyond to help in any situation. When the support ticket process bogs down, he steps in and facilitates the process.
He visited SCLHS on-site during Citrix Consulting Services engagements to provide support resources on the fly during difficult projects and deployments. In addition, he provided quick escalation for their issues, when working with frontline support does not quickly resolve the issues, and he provides daily status updates and follow up when needed.
SCLHS experienced some challenges with their Provisioning Services 6,1 rollout, and he worked with Citrix Consulting Services to solve each challenge that came up while providing seamless support from behind the scenes.
He routinely provides them with proactive information on the latest Citrix hotfixes, rollouts, and changes coming down the pipe so they can be prepared for the future. He also keeps them apprised of educational opportunities and seminars that will be helpful to them. In addition, he invited them to TechEdge at Synergy, which is an in-depth technical training event for support customers.
SCL Health Services benefits greatly from using Citrix Technical Relationship Management Services
Some of the many benefits that SCL Health System receives from TRM Services are:
- Increased speed and accuracy of communication
- Increased speed of issue resolution
- Better coordination of hotfixes
- Quick and easy access to Citrix expertise
Looking Ahead: Investigate how Citrix TRM Services can help your organization
This success story is just one of many such stories across the globe. Find out how a Citrix TRM can help make your Citrix deployment successful. Visit www.citrix.com/trmsupport.