Discover the latest software purchases and digital transformation initiatives being undertaken by Helsana and its business and technology executives. Each quarter our research team identifies on-prem and cloud applications that are being used by the 3245 Helsana employees from the public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources.
During our research, we have identified that Helsana has purchased the following applications: Microsoft Dynamics 365 Sales for Sales Automation in 2018, BMC Remedy ITSM Suite for IT Service Management in 2017, Oracle WebCenter Sites for Web Content Management in 2015 and the related IT decision-makers and key stakeholders.
Our database provides customer insight and contextual information on which enterprise applications and software systems Helsana is running and its propensity to invest more and deepen its relationship with Microsoft, BMC Software, Oracle or identify new suppliers as part of their overall Digital and IT transformation projects to stay competitive, fend off threats from disruptive forces, or comply with internal mandates to improve overall enterprise efficiency.
We have been analyzing Helsana revenues, which have grown to $668.0 millions in 2019, plus its IT budget and roadmap, cloud software purchases, aggregating massive amounts of data points that form the basis of our forecast assumptions for Helsana intention to invest in emerging technologies such as AI, Machine Learning, IoT, Blockchain, Autonomous Database or in cloud-based ERP, HCM, CRM, EPM, Procurement or Treasury applications.
About the Customer
Helsana AG, headquartered in Dübendorf, is a major Swiss health insurance company. The company claims to have nearly 1.9 million customers insured and a revenue of 6.4 billion Swiss Francs, which would make it the largest health and accident insurer in Switzerland.
Scope and Challenges
The company’s digital strategy integrated innovative services that enabled its more than 1.9 million customers to submit claims and doctors’ invoices using their mobile devices. However, their employees and agents were still submitting IT service requests by email or telephone.
Additionally, their service desk agents were capturing, assigning, and processing requests using cumbersome forms and manual approval processes. Helsana needed an automated and seamless approach to simplify service request submissions and free up time for service desk agents, so they could better focus on more important tasks.
Outcome and Implications
In 2017, within six months of implementation, 60% of all requests were being submitted through the app, reducing service desk calls by 20% and allowing the staff to accommodate an expanding workload.
The number of manual forms has been cut in half, making it faster and easier to submit requests and obtain status updates and the automated approval workflow for supervisors and managers slashed approval time by more than 70%.
Quotes
“BMC Digital Workplace extends the power of digitization and automation to our service desk. That means higher-quality service for our employees and agents and enhanced productivity for the service desk.” - said Viradeth Manixab, IT systems management, Helsana.
| Vendor | Old Product | New Product | Category | Market | Users | VAR/SI | When | Live |
|---|---|---|---|---|---|---|---|---|
| BMC Software | Legacy Applications | BMC Remedy ITSM Suite | IT Service Management | ITSM | n/a | IT Concepts | 2017 | 2017 |
| Subscribe | Subscribe | Subscribe | Sales Automation | CRM | Subscribe | Subscribe | 2018 | 2018 |
| Subscribe | Subscribe | Subscribe | Web Content Management | Content Management | Subscribe | Subscribe | 2015 | 2015 |
| First Name | Last Name | Title | Phone | |
|---|---|---|---|---|
| Subscribe | Subscribe | Head Products & Portfolio | Subscribe | Subscribe |
| Subscribe | Subscribe | IT Manager | Subscribe | Subscribe |