How Intelligent Automation Optimized IT Workflows & Transformed Healthcare IT Support

Overcoming Operational Inefficiencies with Automation

Our client, a leading healthcare provider serving 60,000 patients and their families across 18 states, faced significant IT operational challenges due to manual service request resolution. Their existing Citrix-based Home Care & Hospice application lacked integration APIs, leading to inefficiencies such as duplicate incident reporting, performance issues, and screen intrusions.

To improve system performance and reduce manual intervention in IT operations, the client required an intelligent automation solution that could seamlessly handle IT service requests while enhancing accuracy, productivity, and system stability.
Automated ticket resolution using ServiceNow Flows, Home Care & Hospice app (Citrix-based), and other business applications.
Deployed image pattern recognition logic to enable automation in Citrix environments with no exposed APIs.
Implemented OS-level controls to prevent server intrusions and introduced timeout/image-dependent solutions to enhance app performance.
Utilized AI-based incident matching to identify and prevent duplicate tickets, improving support team efficiency.
Developed an automated export mechanism to ensure availability of specific clinical data for accurate request processing.

Trusted by Clients. Respected by Partners.

Clients cite strong leadership, responsiveness, and reliable delivery. Partners point to engineering depth, SME coverage, and a steady focus on outcomes over activity.

Tech stack:

CompacX Framework, ServiceNow Flows, Citrix, GenAI (Ascendion Digital Ascender Engine).

Business Impact

33% of monthly customer service requests fulfilled through automation

40 business days of effort saved per month

Improved visibility and real-time updates for stakeholders

20–25% improvement in automation accuracy

Reduced duplicate incidents, enhancing user productivity

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