Case Study: Health Maintenance Organization (HMO) achieves faster incident response and reliable, scalable trouble-ticket delivery with HipLink Software

Health Maintenance Organization - Customer Case Study

Health Maintenance Organization, one of North America’s largest HMOs serving members in nine states with 431 medical offices, 30 medical centers, 12,000 physicians and 130,000 employees, faced unreliable wireless alerting for its IT help desk. Legacy paging sent only about 80% of trouble tickets, lacked message tracking, could not scale to peak volumes (up to 9,000 alerts/day), and needed real‑time status and integration with Remedy Help Desk — so the HMO turned to HipLink Software and its HipLink wireless messaging solution.

HipLink Software integrated HipLink with Remedy Help Desk, providing multi‑protocol delivery (SNPP, TAP, WCTP), capacity of over 40,000 messages/hour, carrier redundancy, and full message tracking and reporting to more than 8,000 users. As a result HipLink Software eliminated the manual tracking burden, improved reliability (no HipLink outages in six years), supported the HMO’s IT growth, and materially decreased incident response and resolution times.