Chicago Hospitals To Recover From Critical Lock-Out

Senior systems administrator James Perdue had hit his standby shift. The time at home was welcomed. During the early hours of Monday morning in the last week of last month, an email from work woke James followed by a phone call just minutes later. 3:15 a.m. left him with little sleep but he knew it was something serious. After all, James had the weight of a whole Chicago healthcare group resting on his shoulders.  As it turns out, the entire patient information database was inaccessible by no less than three hospitals making up the group.

Remote Resolution in Record Time

Instead of rushing off to meet the congestion of countless drivers facing their work week, James dialled into the hospital system’s virtual private network. The VPN gave him full remote-desktop access, allowing him to troubleshoot remotely. After analyzing the performance logs of the system, a conflict was found to be at the root of the issue. The beta release of a leading performance management tool had automatically upgraded to the final release which changed its scheduling on hospital servers. Both it and another application had locked tried to lock the customer information database for optimization and editing at the same time. The resulting conflict prevented every user on the system from logging in.

In a matter of minutes, the optimization was rescheduled to a time when it wouldn’t conflict. The app was eventually removed as the CRM already had database optimization built-in. Were it not for the advanced analytics and reporting of the recently upgraded customer management software, James would have had to troubleshoot using an array of SQL management tools.

Database performance management and troubleshooting is a process which can take an extensive amount of time and resources. James commented “We were lucky that we upgraded. This could have taken hours. Even getting started at 3 AM would normally leave me running out of time. In just a few hours hundreds of users would have been hammering the server, trying to login”.

James added “Paper backups are there… off-site. Doctors and staff demand digital. 99% of all technology in the hospital is a dependency, not a support system.”. Even remote users were locked out of hospital records. Inter-hospital communication was down and the staff had to rely on phone calls. This is simply not only. Digital imaging can’t be conveyed over phone or fax. The repercussions could have been dire especially considering the urgency of diagnostic reporting to surgeries & other complex procedures. Timing is critical to organ transplants, inter-hospital communication, and a flow which allows the hospital to care for every person in need properly. “You could say that the IT department saves lives” joked James.

Total Support for Your Business

From performance information concerning the database, to process performance information for staff, internal communications, and customer relations, good customer management software will support your entire business. This should reference exactly how important the productivity and practical benefits of a leading CRM actually are. It will allow you to troubleshoot any issue ranging from technical problems to work improvements for your staff and organization.

About The Guest Blogger

Marketing professional Sherry Edwards has a passion for customer management which drives her to deliver clear, concise discourses covering every aspect of this all-important core of the business. From social and your enterprise to practical presentations of technology implementations in the workplace, every part of CRM is dissected, its details divulged, and a full scope of connected logic is always associated clearly so that you know exactly how to put theory into practice. Every example of customer management software draws valuable wisdom from real-world encounters in today’s business world.

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