Case Study: Dell Services achieves 70% faster client onboarding and HIPAA-compliant, cost-efficient EMR help desk support with BMC Software's Remedyforce

Dell Services delivers improved support, efficiency, and compliance for critical help desk systems and patient records

Dell Services, a leading IT services provider in the healthcare market, needed to expand help desk offerings to small‑ and mid‑size physician practices and hospitals. The challenge was to transform its business model to deliver reliable, HIPAA‑compliant EMR support at a competitive price while maintaining operational efficiency and compliance.

Dell implemented BMC Remedyforce to power its cloud-based eResponder ticketing system, leveraging ITIL compatibility, scalability, HIPAA compliance, mobile support, easy integration, and subscription pricing. As a result, client onboarding dropped from 4–6 weeks to 1–3 days, comprehensive 360‑degree reporting improved operations visibility, and self‑service, chat and mobile capabilities boosted efficiency and enabled affordable, high‑quality help desk services.

Dell Services

Ajay Aiyar

Project Program Management Consultant