Technology is revolutionizing every aspect of our lives, and the health sector is not an exception. The industry is actively blending newer life-saving technologies on an ongoing basis. Research indicates that about 86% of healthcare service providers and related organizations are already using artificial intelligence, and the numbers continue to grow. In response, software development companies are optimizing their processes and workflow to keep up with the growing demand for bespoke medical software products and services.

In a search for improvement, a systems design company finds OneDesk could be the answer to optimizing the company’s workflow. Our new client is specialized in developing enterprise class software solutions for businesses in a range of industries, including healthcare. The company approached OneDesk, hoping to simplify its operational processes by integrating OneDesk with the existing code repository and internal project management tool in use within the organization.

The company also anticipates OneDesk might be able to improve the quality of communication and how information is collected by providing the necessary tools to efficiently manage inbound and outbound requests or tickets between the company and their client healthcare agencies.

Due to the nature of their work and the sensitivity of the audience they serve, the company has to maintain constant communication with their customers throughout and to achieve this, the company has a dedicated helpdesk team which manages external communication via mail. They receive all requests from several healthcare providers across different states through a single dedicated email account, then manually sort and log requests for processing on the company’s internal source code repository and internal project management tool. The helpdesk team also has to update each client about any change in ticket status as needed, and it can all be a tedious process.

OneDesk as a helpdesk tool, simplifies provider-customer communication. It gives the company a multitude of channels for communicating and receiving customer requests, and these requests can be managed within a simple interface. Tickets can be captured through a customer widget which can be integrated into the company’s website. The widget’s messenger functionality enables customers to chat with agents in real-time, with the capacity to create tickets from discussions threads. Customers can also create new tickets on the widget’s new tab, and new customers can register through the widget’s portal tab to manage submitted tickets. Alternatively, registered agencies can opt to use the customer portal in creating and managing submitted requests. Other ways the company can capture requests include auto-forwarding the helpdesk email address to OneDesk, allowing healthcare agencies to email requests directly to the company’s custom OneDesk address, importing tickets as a CSV file, or they can create them manually. To allow for better organization of tickets, OneDesk enables customization of ticket web forms to ensure different types of tickets can be created for different use cases and different classes of clients. Our workflow automation can be used to ensure that tickets are automatically logged where they belong, prioritized accordingly, and sorted automatically on submission.

Beyond just capturing tickets, OneDesk has the project management features to help create tasks from submitted tickets, assign created tasks to individual developers or team either manually or automatically, and even track time allocation for each of these tasks.

OneDesk either integrates readily with most mainstream enterprise software used in business operations or supports a gateway like Zapier which can seamlessly integrate them. This gives the client the flexibility of managing tickets and projects on OneDesk or migrating tickets and tasks captured on OneDesk to other platforms for further processing.

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