Case Study: Seattle Cancer Care Alliance achieves a more responsive, efficient IT service desk with Cherwell Software

Seattle Cancer Care Alliance - Customer Case Study

Seattle Cancer Care Alliance (SCCA), the clinical partner for Fred Hutchinson Cancer Research Center, University of Washington Medicine, and Seattle Children’s, sought to bring its outsourced IT service desk in-house to reduce costs, strengthen customer relationships, and improve HIPAA compliance. With a five-month timeline and a 25-point requirements list, SCCA selected a locally hosted Cherwell Service Management solution for its value and all-inclusive pricing.

SCCA launched incident, problem, and knowledge management plus surveys, later adding a self-service portal, discovery tools, and BI dashboards. Using Cherwell’s codeless configuration and One-Step automations, five service-desk technicians now support 2,500 users and 3,000 devices, handling about 2,000 tickets monthly with many resolved at first contact—improving responsiveness, staff empowerment, and operational efficiency while enabling further expansion of functionality.

Seattle Cancer Care Alliance

Diane Burton

IT Client Services Manager