Web+Center is open source web-based help desk software for healthcare institutions. It is being used at many healthcare facilities primarily for their IT support operations. Hospitals are dependent upon critical data information systems and networking infrastructure. Help desk staff need to quickly create, update and dispatch problem tickets that are crucial to the hospital’s operations.
Market Customizations and User Tips:
To handle the 24 hour rotating set of doctors, nurses, and other personnel that could possibly create trouble tickets, some organizations have set up their customer database to reflect not individual customers but health care departments. To create a customer account called Operating_Room, enter the word “Operating” into the last name field and word “Room” into the first name field. This will create a customer called “Operating_Room”.
Web+Center can be customized to display a drop down list of health care departments allowing anybody in that department to login, review and update cases submitted on earlier shifts or to submit a new trouble ticket.
The Customer+Center has been a great tool for us. We are responsible for both the computer network and the phone system for two facilities that are 18 miles from each other. This is a difficult task as you can imagine for three individuals to cover. We customized Cutomer+Center to be a network web site to attract more traffic to it.
It has been a blessing as it allows our users a way to convey their problems without hunting down one of the three of us. It has also been valuable as a means for automatically following up on issues with the end user as we only have to update the case and it sends an email to them. Thanks for the wonderful product!
Memorial Hospital Gardena, California
Internet Software Sciences has been very accommodating in modifying the standard Customer+Center to reflect the fact that most of our users do not sit in front of a computer. By creating open department accounts, our users are able to check the status of outstanding work orders or create new ones on any of our web kiosks throughout the facility. Complaints are down and compliments are up!
Charles R. Dewar
North Hills Hospital