"IBI-helpMe is a real assistance for our IT support."

(M. Bätscher, Head of IT at the Arlesheim Clinic)

The Arlesheim Clinic is the world's first clinic for anthroposophic medicine. Since 1921, conventional medicine has been supplemented by individual holistic methods. The Arlesheim Clinic is also an acute clinic with 82 beds for internal medicine, oncology and psychiatry / psychosomatics as well as a wide range of outpatient services. Around 600 staff are employed here. The service desk is organized on a hybrid basis with an external partner.

Background
Originally, our users reported support cases in the traditional way by email or telephone. The problem with this was that technical information was usually missing and many queries were necessary before IT support could take care of the solution. This process was particularly tedious for application-specific error messages.

Solution and implementation
We wanted a simple application from the user's point of view that would automatically provide the IT department with all the important basic information and be easier for the user to use than a ticket system. As we were already an IBITECH customer and used another software solution for the service desk, IBI-aws (user information system), we were also familiar with IBI-helpMe and did not have to go through a long evaluation process.

Using IBI-helpMe is very simple from the user's point of view: If a user needs support, they simply click on the rescue ring icon in the taskbar. All support-relevant data is then collected automatically. The user can attach screenshots to illustrate the problem. As soon as the user clicks on “Send”, the ticket is opened in our ITSM tool and is sent directly to the right support employee.

The implementation and cooperation went very well. IBITECH proved to be an extremely competent, uncomplicated and reliable service provider.

Result
Our users use the tool reliably and are extremely satisfied with its ease of use. IBI-helpMe has also made our day-to-day work in IT noticeably easier, as the data quality of support cases has improved significantly. Instead of first having to obtain missing information, we can now usually start processing the support case straight away and achieve a solution much more quickly.

Together with IBI-aws, IBI-helpMe provides real support for our IT support. Above all, the call volume has been significantly reduced: As soon as the first notification of a fault (affecting several users) is sent to the helpdesk via IBI-helpMe, we can use IBI-aws to proactively send a corresponding notification to all affected users and then take our time to find a solution.