Case Study: RedSalud unifies employee experience and service management with Freshservice

How RedSalud unified EX across its subsidiaries and delighted agents with Freshworks

RedSalud, a Chilean healthcare provider with 40 hospitals and thousands of doctors and staff, needed to unify multiple service desks, reduce manual support work, and improve change and asset management. Using Freshservice, the company looked for a flexible, centralized service management platform to standardize support across subsidiaries and improve employee experience.

Freshservice implemented a unified service desk with workflow automation, incident, change, asset, and knowledge management. The result was centralized tracking and SLA monitoring, faster physician onboarding, better self-service, and more efficient agents; RedSalud now has over 300 active agents on the platform and 50% of tickets handled by non-IT agents.

RedSalud

Carolina Correa

IT Project Manager