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North Country Healthcare is the only self-owned and managed healthcare consortium in the United States. Their network comprises three independent hospitals working collaboratively under the North Country Healthcare umbrella, each maintaining their autonomy while sharing resources and working towards common goals.

Industry

Healthcare

Challenges

  • Process Coordination: Moving from three separate entities to a unified consortium required streamlined service management. The previous platform was outdated and clunky, making it difficult to coordinate internal services across multiple facilities and departments.
  • Employee Onboarding: The complex employee onboarding process involved six different departments, with numerous manual steps leading to frequent process breakdowns and lost requests.
  • Cross-departmental Communication: Managing service requests across IT, HR, Maintenance, and other departments was challenging, with no unified system for tracking and routing internal requests effectively.
  • Service Delivery: The lack of standardized processes and automation capabilities hindered efficient service delivery to employees across all facilities, resulting in delayed responses and inconsistent service quality.
  • Growth Limitations: Their previous solution couldn't scale with their evolving needs, requiring workarounds and limiting their ability to adapt processes as the organization grew. Also, with a growing team and multiple departments needing system access, their previous per-agent licensing model became increasingly expensive and unsustainable for hospital-wide deployment.

Implementation

The North Country Healthcare team needed a scalable service desk solution that could unify their internal operations. After discovering HappyFox through research, they were immediately drawn to its sleek interface and comprehensive customization capabilities.

  • Starting Small: Implementation began with the HR department to establish core processes and workflows. The team worked closely with HappyFox staff to ensure proper setup and knowledge transfer at every step.
  • Systematic Expansion: Once HR processes were optimized, the solution was gradually rolled out to other departments including IT, Maintenance, EMR Support, Education, and various clinical services.
  • Process Automation: The team configured Smart Rules and Happyfox Workflows to automate routine tasks, particularly focusing on streamlining the employee onboarding process across departments.
  • Azure Integration: Integration with Azure Cloud simplified user management and authentication, providing a seamless experience for staff across all facilities.

Results & Benefits

Employee Onboarding Transformation

Successfully processed over 500 new employee onboardings with zero process failures, eliminating the previous issues of lost requests and delays.

Time and Cost Impact

By automating employee onboarding process, HappyFox eliminated thousands of manual work hours across six departments, translating to approximately $100,000 in annual cost savings.

Improved Service Delivery

Consolidated service management across 13 different departments, from IT and HR to Clinical Services and Facilities Management.

Enhanced Collaboration

Seamless ticket routing and cross-departmental communication improved service coordination across all three hospitals.

SLAM Result

We could craft our experiences around each of our departments so that the platform worked for them. Our ability to grow and change within our pricing tier was also something that was better than most of the other platforms out there.

William Hammond

Systems Analyst, North Country Healthcare

Why HappyFox?

  • Customization: The ability to craft unique experiences for each department while maintaining a unified service platform.
  • Easy Administration: Intuitive interface requiring minimal training for new users.
  • Process Automation: Robust workflow capabilities to automate complex multi-department processes.
  • Scalability: Ability to grow and adapt with changing organizational needs.
  • Cost Effectiveness: The unlimited agents plan provided predictable costs regardless of user count, enabling hospital-wide deployment without the burden of per-agent licensing fees.

Our experience

North Country Healthcare's implementation of HappyFox demonstrates how a well-customized help desk can transform operations in a complex healthcare environment.

Their phased implementation approach ensured smooth adoption and optimal workflow configuration across departments. The system's flexibility allowed each department to maintain unique processes while benefiting from standardized service delivery.

With HappyFox's unlimited agents plan, North Country Healthcare continues to scale their internal help desk operations across departments, supporting an expanding range of internal services without the constraints of per-user licensing.

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