Case Study: Leading Health Maintenance Organization achieves real-time, reliable trouble-ticket delivery with HipLink Software

Leading Healthcare Maintenance Organization - Customer Case Study

Leading Healthcare Maintenance Organization, a large HMO serving members across nine states with hundreds of offices and thousands of IT staff, struggled with a legacy paging integration that only delivered about 80% of trouble tickets. The old system required manual log cross-checking (about five hours per technician weekly), could not track message status or carrier source, lacked protocol flexibility (only TAP), and did not scale or provide redundancy to support up to 9,000 daily alerts or integration with Remedy Help Desk.

HipLink Software implemented its HipLink wireless messaging solution integrated with Remedy Help Desk, adding multi‑protocol delivery (SNPP, TAP, WCTP), message‑level reporting and status tracking, and redundancy. HipLink supports over 40,000 messages per hour, delivers alerts to more than 8,000 users (handling peaks of ~9,000/day), eliminated missed pages, and measurably decreased incident response and resolution times; the HMO reports no HipLink‑related outages in six years.