Case Study: Satellite Healthcare improves IT service management and user experience with Jade Global's ServiceNow implementation

Satellite Healthcare boosts request fulfillment by 25% with Jade Global

Satellite Healthcare, a provider of dialysis and kidney care services, faced significant challenges with its limited ServiceNow Express implementation. Their IT helpdesk was inefficient, with a non-intuitive service catalog, no self-service portal, and cumbersome manual processes for onboarding and ticket routing. They partnered with Jade Global to reassess their setup and develop a roadmap for an enterprise-level solution that could overcome these limitations and optimize their workflows.

Jade Global re-implemented ServiceNow to be closer to out-of-the-box functionality, deploying self-service portals, auto-routing rules for tickets, and enterprise approval workflows. This solution from Jade Global resulted in a 25% increase in the IT team's request processing speed, significantly improved user satisfaction, and introduced greater automation, reducing manual work for agents.

Satellite Healthcare