Case Study: Salinas Valley Memorial Healthcare System achieves streamlined, efficient IT support for better patient care with Freshworks' Freshservice

Salinas Valley Memorial Healthcare System (Svmhs) Transforms Its It Service Desk to Offer Quality Patient Care Services With Freshservice

Salinas Valley Memorial Healthcare System (SVMHS), a California district healthcare system serving 600,000+ patients through 15+ multispecialty clinics and over 2,000 staff, faced fragmented IT help desks and a cumbersome BMC Remedy ITSM that required constant maintenance and made it hard to prioritize ~1,200 monthly tickets handled by an 85‑agent, 24x7 IT team. CIO Audrey Parks sought a user‑friendly, mobile, rapidly deployable ITSM and selected Freshservice from Freshworks to replace the legacy tool.

Working with Freshworks, SVMHS rolled out Freshservice in phases—linking the shared helpdesk email, automating task workflows and deploying a self‑service portal that required zero end‑user training. The Freshworks solution improved visibility and coordination (including integration of Ambulatory Informatics), accelerated time to value as additional IT groups adopted the platform, reduced operational overhead and reliance on phone/email channels, and enabled the IT team to handle existing ticket volumes more efficiently while better meeting SLAs.

Salinas Valley Memorial Healthcare System

Audrey Parks

Chief Information Officer