Central Nacional Unimed, the national operator of the Unimed-branded corporate health plan, hired ServiceNow to integrate its IT systems and processes, which has been used by more than 1,600 employees.
In this project, a system called HELP was developed, which centralizes all calls to the IT department through a simple interface and is hosted in the cloud.
The main challenge of CNU is to deal with the old IT service management environment, which has many request entries. Another problem is the lack of end-to-end visibility and regular management of the process, which is not allowed due to lack of integration.
The largest operator of the Unimed system conducted a series of studies to find new technology suppliers, and after analyzing the market, chose ServiceNow.
“It is a mistake to think that changes in internal processes will not affect the quality of customer service. When we assumed the current management of Central Nacional Unimed, the first major restructuring and key investment we made was in our internal systems,” the company President Alexandre Ruschi explained the Central National League.
The HELP developed by ServiceNow allows the CNU IT team to establish only one point of contact with employees through portals and chatbots. It is not only internally but also fully integrated with other market solutions.
The solution also enables IT teams to conduct satisfaction surveys on the internal processes of their employees.
“In a complex and complex industry like healthcare, innovation is a challenging topic. In its digital transformation process, CNU is facing the challenge of implementing this disruptive innovation in its IT process in just 12 weeks. We, through ServiceNow, we know that it is possible to achieve this goal,” said Katia Ortiz, Country Manager, ServiceNow Brazil.
As an IT consulting company, Deloitte used the Enterprise Value Delivery for ServiceNow method in the project. The hybrid delivery method combines established agile concepts and techniques with the predictability of the interactively defined scope of delivery.
“One of the differences of Deloitte is the solution implementation model, in which two teams are created, one team is responsible for defining the solution, which is carried out by ITSM professional consultants, and the other team is responsible for developing solutions on the ServiceNow platform, including Dissemination and communication. The process leads to batch delivery in a short period of time”, Deloitte (Deloitte) manager explained in ServiceNow practice.
The implementation time of the new solution is three months.
“Employees are our most valuable asset, so we have done our best to make this transformation add value and optimize their daily lives. This proves that our compliance rate has reached 90%, and our CSAT, CNU workplace and Samantha Valente Fischetti, the coordinator of the IT service area, said: “This is an 85% solution and only lasted 3 months. “
Central Nacional Unimed is a national corporate health plan operator under the Unimed brand. The company’s customer base consists of approximately 1.7 million customers from large Brazilian companies.
In 2018, Minzu University of China recorded revenue of 5.6 billion reais, an increase of 9.3% over 2017.
Currently, the Unimed system provides services to 17 million beneficiaries and exists in 84% of the national territory. There are 4,600 municipalities, 115,000 cooperative doctors and the second largest hospital chain across the country.
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