SCL Health System

SCL Health System Integrates two Healthcare Systems with Help from Citrix Technical Relationship Management Services

SCL Health System was founded in the early 1970’s by the Sisters of Charity of Leavenworth (SCL), Kansas, as the SCL Health Services
Corporation. In 2007, SCL Health Systems merged with Exempla Healthcare System. 

SCL Health System (SCLHS) operates nine hospitals, four clinics, one children’s mental health center and over 100 ambulatory service centers in four states: Colorado, Kansas, Montana and California. The system includes 15,000 full-time associates and over 500 employed healthcare providers. Here is a snapshot of their environment.

  • 9 hospitals in Colorado, Montana, California, and Kansas
  • Teleworkers: doctors and nurses
  • 5000 concurrent users, 15,000 users overall
  • 100+ XenApp servers
  • Endpoints: PCs, laptops, iPads, Smartphones
  • XenApp 4.5, 6.0, 6.5
  • Provisioning Services 6.1
  • EdgeSight
  • Epic EMR (Electronic Medical Records) system

The Challenge: Integrate two healthcare systems without compromising patient care or system users’ experience

SCLHS recently finished a two year project of integrating all the hospitals onto the Epic EMR using Citrix XenApp.

With a staff of four Citrix administrators, SCLHS took on the task of integrating the two systems. Their goal was to make as smooth a transition as possible while not impacting patient care or the users. Knowing that it would be a smoother project if they involved the vendor, they engaged their TRM and Citrix Consulting.

The Solution: Use the Citrix TRM to establish and maintain a close relationship between Citrix and SCLHS

The TRM for SCLHS acts as a virtual member of their team. He serves as an advocate and point of contact to assist with rapid resolution of issues if escalation assistance becomes necessary. One of his responsibilities is to understand and maintain an accurate, up-to-date profile of the Citrix product environment; responding quickly to their needs, keeping them informed about potential issues, and notifying them of new and relevant hotfixes.

SCLHS’s TRM visits them twice each year and maintains regular contact via the telephone and e-mail. He is extremely helpful and willing to go above and beyond to help in any situation. When the support ticket process bogs down, he steps in and facilitates the process.

He visited SCLHS on-site during Citrix Consulting Services engagements to provide support resources on the fly during difficult projects and deployments. In addition, he provided quick escalation for their issues, when working with frontline support does not quickly resolve the issues, and he provides daily status updates and follow up when needed.

SCLHS experienced some challenges with their Provisioning Services 6.1 rollout, and he worked with Citrix Consulting Services to solve each challenge that came up while providing seamless support from behind the scenes.

He routinely provides them with proactive information on the latest Citrix hotfixes, rollouts, and changes coming down the pipe so they can be prepared for the future. He also keeps them apprised of educational opportunities and seminars that will be helpful to them. In addition, he invited them to TechEdge at Synergy, which is an in-depth technical training event for support customers.

Key Benefit

SCL Health Services benefits greatly from using Citrix Technical Relationship Management Services

Some of the many benefits that SCL Health System receives from TRM Services are:

  • Increased speed and accuracy of communication
  • Increased speed of issue resolution
  • Better coordination of hotfixes
  • Quick and easy access to Citrix expertise

Looking Ahead: Investigate how Citrix TRM Services can help your organization

This success story is just one of many such stories across the globe. Find out how a Citrix TRM can help make your Citrix deployment successful. Visit www.citrix.com/trmsupport.

About Citrix

Citrix (NASDAQ:CTXS) is the cloud computing company that enables mobile workstyles—empowering people to work and collaborate from anywhere, accessing apps and data on any of the latest devices, as easily as they would in their own office—simply and securely. Citrix cloud computing solutions help IT and service providers build both private and public clouds—leveraging virtualization and networking technologies to deliver high-performance, elastic and cost-effective services for mobile workstyles. With market leading solutions for mobility, desktop virtualization, cloud networking, cloud platforms, collaboration, and data sharing, Citrix helps organizations of all sizes achieve the kind of speed and agility necessary to succeed in an increasingly mobile and dynamic world. Citrix products are in use at more than 260,000 organizations and by over 100 million users globally. Annual revenue in 2012 was $2.59 billion. Learn more at www.citrix.com.

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Without the help of the Citrix TRM, our project would have been much more difficult.

Christine Weaver
Lead Citrix Administrator
SCL Health System

Industry

Key Benefits

  • Increased speed and accuracy of communication
  • Faster issue resolution
  • Better coordination of hotfixes
  • Quick and easy access to Citrix expertise

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