Softline became the IT outsourcer of Federal network of clinics "Mother and Child"

April 07, 2015. The Softline company announced providing IT services in clinics of Mother and Child group and its regional branches.

Choosing a Solution

Intensive development of the company and its branches caused a big variety of an IT landscape. With respect thereto the decision on ensuring uniform level of providing IT services to users was made.

In clinics the high-precision diagnostic equipment is installed, the information system in which the schedule of acceptance of doctors forms functions; cards of patients are conducted; interaction with laboratory is performed; settlement transactions are controlled. Smooth operation of all listed services is of exclusive importance as the quality of rendering medical services depends on it. For this reason the flexible solution on conducting technical support and timely upgrade of key services of clinics was required. The partner in the project on a competitive basis selected Softline company which specialists have all necessary competences and wide experience in technical support and outsourcing.

Project Progress

At the initial stage of the project the joint working group including representatives of Mother and Child group and technical specialists of Softline was created. It provided start of operational rendering services according to requirements of the customer.

For effective permission of incidents in Softline prepared own knowledge base allowing specialists of the first and second support lines to solve at once the majority of the arriving requests. Besides, the team of engineers for work directly in clinics was created. As Mat i ditya Group clinics work without days off, Softline provided technical support during the whole week.

Staff of clinics in work uses a specialized medical system MeDialog. Therefore all specialists of the company servicing Mat i ditya Group completed the corresponding courses and passed examinations, having confirmed competence and knowledge of internal IT processes of the customer.

Now Softline services several hundred employees of Mat i ditya Group in Moscow and the Moscow region. Specialists of the company accompany information systems, participate in their upgrade and keep the relevant knowledge base on user support. All conversions are quickly analyzed together with the customer. Before an exit of updates the staff of Softline is trained on service of new software versions.

Every month from the customer from 500 to 600 requests on the applied systems come. The contract of Softline company for provision of services of IT outsourcing was expanded: were added maintenance of telephony at offices and also service of a part of regions thanks to what were started the first and second support line of regional platforms, representatives of the company integrator reported TAdviser.

"The main objective of IT service – to provide necessary availability of services to our primary activity – delivery of health care to adult and little patients. The agreement with Softline company strictly regulates quality of the rendered services. Our outsourcer is most interested in observance of all terms and other conditions of providing services", - Alexey Mladov, the director of information technology of Mother and Child group told.

"The project is interesting, first of all, by a maturity of approach of the customer to questions of service of IT and to the principles of control of execution. I would tell that the Softline company implemented the project within classical school of IT outsourcing. Namely: we help the client to support his business, performing a part of routine daily functions of its IT service that allows our colleagues to focus from Mat i ditya Group on core business", - Pavel Paramonov, the manager with key customers of Softline noted.