Technology Services Group (TSG), Carilion Clinic’s IT organization, was confined by a legacy service management platform they called MyTSC. The app’s limited functionality overwhelmed the helpdesk, frustrated employees, and created organizational inefficiencies. They needed to reinvent their service management process by creating a tool that better supported their use of the ITIL framework.
"The application’s new design offers modernized functionality with a sleek visual foundation of dark style tiles and UI pieces."
In order to create a user-centric application, our development team built and implemented new technologies to support the application’s advancement in design and usability.
- Camera integration allows for a quick and easy upload process.
- Newly incorporated tooltips welcome new users by subtlety guiding the consumer through critical steps and processes.
- Engineered to appear at the bottom of every page “Save My Spot” functionality allows users to successfully save and access reports within seconds.
Because of Edison, TSG now receives double the number of online requests—meaning less service desk call volume. This has freed up time and created greater efficiencies. Because the camera is now integrated, users can upload what they need more quickly, and it has extended the value of the app to clinical engineering use cases.