A leading home and personal healthcare provider had grown around a set of processes that no longer worked well together. Disparate systems and workflows across the business made it difficult to operate efficiently, and without a unified IT service management structure in place, every transformation initiative risked running into the same friction points. The provider wanted to change that: unify its disparate processes, enable automation wherever it made sense, and build the IT service management foundation needed to drive real transformation and, ultimately, a better customer experience.
Ascendion applied its Pathfinder framework to identify the operational levers that mattered most for cost optimization, from helpdesk consolidation and fit-shoring analysis to automation and archival.
That same assessment surfaced the critical transformation levers the provider needed to prioritize next: cloud migration, application and data modernization, and broader digital transformation, giving the business a clear, sequenced path from operational fixes to long-term modernization.
Tech Stack:
Achieved a 20% reduction in effort through consolidation and rationalization.
Reduced more than 50% of issues through automation.
Freed up 39% of run costs as a result of that automation.
Delivered a further 10% in savings through transformation accelerators.
