Case Study: Helsana achieves 70% faster approvals and 20% fewer service-desk calls with BMC Software's Digital Workplace

Helsana accelerates its IT service request and approval processes with high-performance automation

Helsana, Switzerland’s largest health and accident insurer with over 3,100 employees and 1.9 million customers, needed to modernize how staff and agents request IT services. Although customer-facing services were already digitized, employees still relied on email, phone and manual forms to submit and track IT requests, leaving service desk staff bogged down in approvals and administrative work.

Working with partner IT Concepts, Helsana deployed BMC Digital Workplace with Remedy ITSM to provide a consumer-style app and automated workflows for requests and approvals. Within six months 60% of requests were submitted through the app, service desk calls dropped 20%, manual forms were halved, and approval times fell by more than 70%, improving service quality and freeing staff to focus on higher-value work.

Helsana

Viradeth Manixab

IT Systems Management