SANTA CLARA, Calif. – Feb. 10, 2014 – ServiceNow (NYSE: NOW), the enterprise cloud company,
today announced that the Ohio‑based CareWorks Family of
Companies (CareWorks) is using the ServiceNow cloud‑based platform
to streamline its audit process across its five businesses, as well as
creating company‑wide programs for human resources, mobile and
customer services.
These strategic initiatives earned the CIO/CTO of the company
recognition as one of Computerworld’s Premier 100 IT Leaders for 2015.
CareWorks provides their more than 100,000 customers with a variety
of services, including workers’ compensation medical management, risk
management, absence management, third‑party administration, compliance
consulting and vocational rehabilitation. Over the past decade,
CareWorks has built healthcare‑related businesses as well as its
CareWorks Tech company, which delivers technology consulting and
managed services.
Previously, each business operated with its own security and audit
requirements, as well as its own technology infrastructure and
processes. Using ServiceNow, CareWorks created a single system of
record for IT across their five businesses to better track the
governance, compliance and audit processes critical to working with
private health data (PHI).
By automating audits using ServiceNow, CareWorks was able to cut
auditing fees to a third of their original cost. The project reduced
compliance complexity by ensuring all policies and documentation were
centrally located. The companies can now better mitigate risk and
reduce the time it takes to support compliance processes, saving a
total of more than $125,000 per year.
“In the past decade, an increasing number of healthcare regulations
have made it necessary to get a single view of our internal auditing
processes,” said Bart Murphy, CIO/CTO at the CareWorks companies.
“With ServiceNow, we have a way to streamline our critical business
processes. We can cut costs with an innovative platform to deliver
company‑wide services.”
In addition to the new auditing system, the CareWorks shared
services team initiated projects based on ServiceNow to provide
greater visibility, productivity and operational efficiency in these
key areas:
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Human Resources—The team streamlined employee on‑boarding and
off‑boarding, which helped efficiently transfer employees between
companies or departments. As a result, there was a 15 percent
increase in employee productivity for onboarding and off‑boarding
management, and a 30 percent increase in productivity for department
transfer management.
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Customer Service—The team also created a customer portal for
call center applications, based on ServiceNow, which helps eliminate
repetitive call and documentation tracking within the call center.
The team built a responsive mobile web application to transform the
customer experience and be a support model used by the
businesses.
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Mobile—Looking to better manage its BYOD function, the team
created a system to manage the inventory of phones distributed to
staff and tapped a Mobile Device Management (MDM) solution to
remotely manage the devices. To streamline the support model, the IT
team integrated the MDM solution into ServiceNow to allow for all
provisioning to be initiated by the service desk and automated for
the end user.
“CareWorks is a fantastic example of how instrumental CIOs are in
advancing company‑wide innovation,” said Chris Pope, strategy leader,
ServiceNow. “By working with the business, IT can usher in new
enterprise services to improve the bottom line.”
In addition to ServiceNow
IT Service Automation Suite, CareWorks is using ServiceNow
Governance, Risk and Compliance.
About CareWorks
The CareWorks Family of Companies provides a complete suite of
innovative claims and medical management services for workers’
compensation, disability and integrated absence management along with
technology solutions that enable employers to control costs while
enhancing employee productivity. The five distinct brands of the
CareWorks companies are each committed to working closely with each
client to design custom cost containment solutions that fit their
unique requirements and culture.
About ServiceNow
ServiceNow is changing the way people work. With a
service‑orientation toward the activities, tasks and processes that
make up day‑to‑day work life, we help the modern enterprise operate
faster and be more scalable than ever before. Customers use our
service model to define, structure and automate the flow of work,
removing dependencies on email and spreadsheets to transform the
delivery and management of services for the enterprise. ServiceNow
provides service management for every department in the enterprise
including IT, human resources, facilities, field service and more. We
deliver a ‘lights‑out, light‑speed’ experience through our enterprise
cloud – built to manage everything as a service. To find out how,
visit www.servicenow.com.
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