Hello,
We're looking at implementing the Walk Up Experience within our multi-site healthcare system spread across the Twin Cities metro area. One of the biggest challenges we have is that we are pretty lean with our endpoint staff, as they currently travel to various sites throughout the day to provide support as needed. Additionally, many of our users' issues arise from our electronic health record (EHR) software, which is not something endpoint handles; this would fall under our application support teams.
We're specifically interested to see how WUX can be leveraged to accommodate our practitioners' busy and dynamic schedules. One of our biggest roadblocks occurs when practitioners submit an Incident via Self-Service, but are out of the office for the next 5 days; during this time our Service Desk tries to reach out to them 3 times, is unsuccessful, and then closes the Incident without resolution.
What have other healthcare organizations done to effectively implement WUX? Ultimately, I'm looking to understand strategies for handling endpoint issues as well as application issues. Any guidance and suggestions are greatly appreciated!
