"Outsourcing technical
support with Carisbrook has dramatically improved the services that we
provide to our hospitals by reducing team involvement thus saving time
and improving patient care. Outsourcing desktop support and monitoring
is an ideal solution to reduce costs and increase service levels."
John May
Chief Information Officer
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 CASE
STUDY
In partnership with the Carisbrook management team,
Banfield, The Pet Hospital® investigated the feasibility of outsourcing
desktop and application support for their veterinary hospitals. The successful
project has yielded a significant return on investment to Banfield while
freeing the Information Technology (IT) team to address the demands of
a rapidly growing international practice.
First some background: Banfield, The Pet Hospital® was founded in
1955 with a commitment to making human quality medicine accessible to
Pet owners. In their hometown of Portland, Oregon, Banfield became known
for its legendary client service and life saving veterinary medicine.
By the early 1990's, three generations of Pet owners had come to know
and trust the Banfield team, making Banfield one of the leading private
veterinary practices in the nation.
The practice's reputation for innovative and caring approaches to veterinary
healthcare, under the leadership of Scott Campbell, DVM, led to a unique
opportunity. PETsMART®, the nation's largest retailer of Pet related
products, services and solutions for Pets and their owners, asked Dr. Campbell
to help bring high quality veterinary care to PETsMART customers by opening
Pet hospitals (under the name "VetSmart") in many store locations.
T his partnership fueled the rapid growth of
their practice. PETsMART continued to own and operate its own chain of Pet
clinics, called PETsMART Veterinary Services, and midway through 2000, Banfield
acquired these hospitals. Upon completion of this transition, with the support
of their clients and thousands of dedicated team members, the practice decided
to go back to using its original name on July 4, 2000.
Banfield, The Pet Hospital provides all the same medical systems, procedures
and client service that have made them a critical part of the their neighborhood
for nearly five decades. Today, they are driven by the same goal that
has always inspired them: making life better for families. They do this
by giving Pets the same care we want for ourselves, making Pet health
affordable, strengthening the value of Pets in families, teaching how
better Pet care maximizes lives, and stopping euthanasia by keeping Pets
healthy. Put simply, treating your Pet like family.
Through Dr. Campbell's innovation and the practice's commitment to the
highest standards of medical care for Pets, Banfield has grown to over
325 hospitals in the United States and will be opening the first of their
international hospitals this year. During this same time, the practice
has been transitioning to a state of the art web- based hospital management
system that ensures every pet receives "best practices" care
during every visit to a Banfield hospital.
T he Chief Information Officer for the practice,
Mr. John May, solicited a proposal to outsource the application support
and desktop support for all the hospitals. The resulting savings were substantial.
In addition to displacing the fixed costs associated with the hospital support
team, Mr. May's organization realized savings by avoiding significant planned
expenditures for the team's growth. Carisbrook Technology Services provides
the following support for Banfield:
- Seven day a week application support for all of
Banfield hospitals,
- Coordination of desktop computer and
server replacement,
- Coordination of component replacement
in hospitals,
- Coordination of new hospital set up,
- Support of PetWare, Banfield's state of the art clinical
support application,
- Local area network (LAN) and wide area network (WAN).
Carisbrook Technology Services will be glad to facilitate
a review with Banfield's management and provide a detailed summary of
our competencies and skills to any firm seriously contemplating engaging
our services.
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