Case Study: Seattle Cancer Care Alliance achieves an 80% reduction in aged tickets with Cherwell Software

Leading cancer center implements lean service desk to provide vital support to medical staff

Seattle Cancer Care Alliance (SCCA), a top-five U.S. cancer center serving physicians and clinicians across the University of Washington Medical Center, Seattle Children’s, and Fred Hutch, needed to replace an outsourced help desk and build an in‑house service desk from scratch in just five months. The small IT team had to support roughly 3,500 clinical users and deliver faster, more reliable IT support to keep patient‑care staff focused on their work.

SCCA selected Cherwell for its codeless administration, built‑in ITIL processes, One‑Steps automation, and service catalog, enabling rapid deployment of incident, problem, knowledge base and request workflows. In five months they launched a lean, metrics‑driven service desk with real‑time visibility, regular end‑user feedback, and automated tasks—yielding major time savings, an 80% reduction in aged tickets, faster resolution and ongoing continuous improvement.

Seattle Cancer Care Alliance

Diane Burton

IT Client Services Manager