In today's version of the ‘Unleashing the Power of Marketplace Apps’ blog series, we are excited to share some excerpts from our recent conversation with Russell Ho-Aitken, Helpdesk Manager at The Doctors Laboratory, discussing their usage of Marketplace apps.
The Doctors Laboratory
The Doctors Laboratory is a prominent UK-based Healthcare company. They are leaders in consultant-led diagnostics, innovation, value, and long-term investment in healthcare provision. With over 30 years of experience in the UK pathology market, they have established themselves as key players in the healthcare industry.
The Doctors Laboratory was one of the largest COVID-19 testing units in the UK, and within a matter of weeks, they successfully set it up. Russell states, "Getting all the necessary equipment in and getting it all set up was quite a challenge. Having solid IT support in the background helped speed up processes and save lives."
Urgency and emergency are synonymous with the healthcare industry, and it is hard to plan for such situations. Customer satisfaction depends to a great extent on the speed of service. Russell highlights, "At The Doctors Laboratory, delivering timely healthcare service is a crucial driving factor for everyone. Freshservice and Marketplace Apps have been pivotal in enabling such experiences.' Regarding his usage, Russell says, 'Marketplace apps empower me to enhance Freshservice's functionality, automating and streamlining support services to improve resolution times. I frequently explore the marketplace to discover tools that can turn my ideas into reality."
Along with Freshservice, here are some apps the team leverages to deliver service excellence and continuous improvement.
Boosting Productivity and Efficiency with Marketplace Apps
The Doctors Laboratory has a significant number of locum staff who regularly come in and raise multiple service requests. In such cases, it is crucial to link these requests. Creating one master ticket with multiple child tickets nested below helps in such situations. The tickets can be routed to relevant teams, each with its own approval processes. Russell explains, "Using the Retain Requester Email app has helped the IT team to ensure that the ‘system’ does not show as the default requestor for child tickets. The app automatically retains the original requester's email when a child ticket is raised on someone’s behalf, allowing prompt ticket resolution via email with the actual requester."
Additionally, The Doctors Laboratory team utilizes the Parent-Child Synchronization app to synchronize updates from the child tickets with the master ticket. This feature allows agents to obtain an overview of the updates and manage master tickets without having to inspect each individual child ticket separately. Russell notes, "These minor adjustments have significantly improved issue resolution speed. Initially, the turnaround time was approximately four days, and now it can be as short as eight minutes. This has greatly expedited our day-to-day operations."
Leveraging Automation Apps for Enhanced Service Quality
Shift left is an ongoing pursuit at The Doctors Laboratory to modernize processes and improve service quality. Russell emphasizes, "The idea is to assist the 3rd line teams by shifting BAU to the 2nd and 1st line teams and then to automate wherever relevant. Anything to expedite information delivery to the right people or automate tasks is vital," says Russell.
Teams at The Doctors Laboratory utilize the MS teams - Orch app to ensure that the information from urgent tickets automatically notifies a team’s channel, grabbing their immediate attention. This is also employed for new site go-lives, allowing the project team to address first-day issues.
Another commonly used integration is Powershell - Orch, enabling business owners to restart their own services quickly. "This workflow, initially with an approval process, now allows notifying relevant teams and individuals that the system is being rebooted. PowerShell executes the code to reboot the server, enabling the team to reboot their non-critical server at 5 AM instead of waiting for IT to come live at 8 AM," explains Russell.
All these Marketplace apps help the organization run smoothly and efficiently, ensuring that patients are taken care of promptly when in need. Moreover, new apps are continuously added to enhance the user experience.
"Marketplace apps allow me to add additional functionality to Freshservice that automates and streamlines support services to improve resolution times. I will often have a new idea and dive into the apps to see what tools are available to make this possible." - Russell Ho-Aitken, Helpdesk Manager, The Doctors Laboratory
Freshworks Marketplace has over 1300 applications ready for our customers to download. Visit the marketplace to discover apps that can extend the capabilities of your Freshworks products.