Offsite AMS team + 24×7 help desk
A dedicated offsite team manages the application with round-the-clock support and end-user communication.
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Accreditations
Case Study · Major healthcare organisation
Application Management Services (AMS) support for an already-implemented healthcare ERP used by more than 200 concurrent users, with patient medical records and financial details on a centralized server. An offsite AMS team with a 24×7 help desk delivered detailed root-cause and performance analysis, performance tuning, hotfixes and continuous improvement, plus customized modifications and upgrades. The engagement improved third-party reporting (insurance, corporate clients and Government departments such as MA Yojna), defined backup and cloud-solution strategies, and cut technical issues and data disputes.
Industry
Healthcare
Region
IN
Healthcare / Application Support & Maintenance / ERP
The client wanted ongoing Application Support Management for an already-implemented healthcare ERP — not a new build. The system was used by more than 200 users simultaneously, updating patient medical records and financial details on a centralized server, and the client also required customized modifications and upgrades. Xpertnest provided an offsite AMS team and continuous application improvement.
Business requirements & challenges
A live, heavily-used healthcare ERP needed reliable ongoing support under concurrent load, plus customizations and upgrades.
Major challenges
Solution
An offsite application-management team with a 24×7 help desk, combined with root-cause and performance analysis, reporting improvements and backup/cloud strategy definition.
Stack
How it works
What's new
A dedicated offsite team manages the application with round-the-clock support and end-user communication.
Detailed root-cause analysis of issues plus performance analysis, tuning and hotfixes drive continuous improvement.
Better reporting for insurance companies, corporate clients and Government departments such as MA Yojna.
Defined a backup strategy and a strategy for a cloud-based solution (strategy defined, not migrated).
Delivered customized modifications and upgrades to the existing system.
Maintains a healthcare ERP whose digital workflows include web-based patient queuing, cashless transactions, digital medical history and notes, e-prescriptions, digital reports and a digital registration help desk.
Where it's used
Business benefits
At a glance
| Case Study | AMS Support for ERP Solution |
|---|---|
| Users | 200+ simultaneous users |
| Data | Patient medical + financial, centralized server |
| Primary Requirement | Application support (existing system) |
| Additional Requirement | Custom modifications & upgrades |
| Support Model | Offsite AMS team |
| Help Desk | 24×7 |
| Analysis | Root-cause + performance |
| Maintenance | Performance tuning + hotfixes + continuous improvement |
| Reporting | Insurance, corporate & Government (MA Yojna) |
| Backup | Strategy defined |
| Healthcare Areas | Admissions, Finance, OPD, Ward, Pathology, Radiology, Pharmacy |
| Benefits | Fewer technical issues, reporting cost savings, fewer data disputes, cloud strategy |
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