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Misys Healthcare Systems
Industry
Healthcare Information Technology |
Microsoft Software and Services
Microsoft Windows Media 9 Series
Microsoft Producer
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Customer Profile
Misys Healthcare Systems, one of the top five healthcare information technology companies in North America, develops and supports software and services that enable physicians and caregivers to more easily manage the complexities of modern healthcare. |
Business Situation
The Misys Client Education group needed to deliver a high-quality customer training, education, and support system that helps maintain its reputation for customer service but keeps costs to a minimum. |
Solution
Misys has deployed a rich media solution that uses Windows Media and Microsoft Producer to quickly and easily deliver education and training content to more than 1,200 hospitals. |
Benefits
The primary benefit is the ability to deliver high-value education content to Misys customers worldwide while maintaining low implementation costs and staying competitive. The company has dramatically reduced travel costs, tape duplication fees, and technical support calls since deployment.
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 Rich Media Education and Training System Delivers Knowledge to Customers and Helps Misys Healthcare Systems Stay Competitive
Misys Healthcare Systems needed a customer education and training solution that delivers high-quality content online. Using Microsoft® Windows Media® 9 Series and Microsoft Producer for Microsoft Office PowerPoint® the company's Client Education group deployed a system to deliver customer education and support content to more than 1,200 hospitals worldwide.
The digital media training system further enhances the Misys reputation for excellent customer service while saving money and upholding a competitive edge in the healthcare information technology industry.
Misys Healthcare Systems, one of the top five healthcare information technology companies in North America and a division of Misys plc, develops and supports software and services that enable physicians and caregivers to more easily manage the complexities of modern healthcare. With more than 20 years of experience in the industry, Misys currently serves approximately 92,000 physicians in 18,000 medical practice locations, more than 1,200 hospitals, 600 home care providers, and hundreds of commercial laboratories, clinics, managed services, and other related organizations. Misys Healthcare Systems employs nearly 2,600 professionals and reported U.S. $468 million in revenue for the 2003 fiscal year.
Misys's top priority is to create products and services that help its clients take full advantage of their technology investments, reduce costs, and improve operational efficiencies so that physicians and caregivers can focus on patients, not IT systems.
The company's outstanding customer service and high service rankings are noted in industry reports, and more than 50 percent of its employees work in customer service positions. The Client Education group, managed by Tim Pomeroy, is a key contributor to Misys Healthcare Systems' customer-focused culture. "Misys develops high-end clinical information systems that require great system flexibility," says Pomeroy. "With these comprehensive and highly configurable systems comes the need for extensive, high-quality product training. Our goal is to create and deliver the training customers need-efficiently and at a low cost." With this in mind, Misys Client Education searched for a content creation and delivery system that addressed both quality and cost requirements.
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The Misys Client Education group determined that its healthcare customers are best served by product training delivered online. Requirements for the training systems include the delivery of both live and on-demand services employing technology that is simple for customers to use and does not overwhelm the content. After evaluating several streaming media solutions, Misys selected Microsoft Producer to create rich topic-based training presentations, and Microsoft Windows Media 9 Series to stream content over the Web. They also use Microsoft Office Live Meeting to conduct live, Web-based conferences for customers worldwide.
The combination of Microsoft Producer and Windows Media 9 Series meets the quality and ease of use demands and is cost-effective to deploy. To realize full online training benefits, Misys customers merely need to run the Microsoft Windows® operating system, have broadband Internet access, and use Windows Media Player.
The currently deployed solution uses a computer running Microsoft Windows 2000 Advanced Server dedicated to streaming Windows Media content, four Windows Media 9 Series encoders, and five workstations to create and deliver a host of training content.
Typically, a newly deployed service, product, or system will coincide with a Live Meeting conference consisting of presenters, product demonstrations and training content, and a question-and-answer session. On-demand courseware is also available with Misys iMentor. Customers have access to more than 200 self-paced or instructor-led streaming modules that target specific topics and are less than two hours each. With the online learning modules, as with the Live Meeting conferences, customers can avoid travel costs and the typical productivity losses associated with taking time away from the office. Modules are archived online and available whenever and wherever a client requires training.
Additionally, the Client Education group responds to clients' needs with short performance support features called "Quick Tips." The tips are 3- to 5-minute presentations designed to reduce a customer's need to make a technical support call. Beginning with music and a high-quality graphic, the content then fades to an interview-style presentation with two subject matter experts discussing the topic. As the experts present the various functionality and tools, they also demonstrate the particular tip for the viewer. According to Pomeroy, "The best and fastest way to address a support concern and explain to our customers how to accomplish a given action is to show them. With the Windows Media 9 Series screen capture codec we can document a procedure mouse-click by mouse-click. Once the discussion and demonstration are captured, we deliver the information online almost immediately."
Microsoft Producer is also in use at Misys Healthcare Systems. The Client Education group creates rich media events that combine presentations by content experts, PowerPoint slides, HTML objects, and product demonstrations. Delivered on CD-ROM to regional user groups, Misys is able to augment meetings with "packaged" rich media that previously required attendance by a live presenter. The presentations feature the ability to schedule a telephone question-and-answer session with a Misys representative enabling the company to remain closely connected to users while reducing travel costs, time away from the office, and presentation redundancy.
The creation and delivery of rich media content has also extended to Misys's Marketing and Corporate Communications departments, where the Client Education group's expertise is enabling a quick deployment. Today, employee meetings are broadcast live to remote offices using Windows Media 9 Series. Following the live event, Producer is used to author and archive an on-demand rich media version of the event. The Producer presentations are made available to employees with viewing options ranging from 28 Kbps (audio and slides only) to 500 Kbps (audio, video, and slides). Periodic executive messages are also delivered in this manner.
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Misys Healthcare Systems and its clients are realizing many benefits from the digital media-based training and education system. One of the more important benefits is the ability to deliver high-value and high-quality education content to customers worldwide while maintaining low implementation costs and staying competitive. Since deploying the system, Misys has dramatically reduced travel costs, tape duplication fees, and technical support calls.
By creating engaging rich media content with Producer and using Windows Media 9 Series to encode and deliver the media components, Misys also saves its customers money and time. The online system enables the company to train customers whenever and wherever they desire, delivering knowledge to resolve problems immediately. Vice President of Client Services Jack Holt says, "Healthcare providers are facing tighter budgets. By using these Microsoft digital media products, Misys Healthcare Systems is able to provide the highest quality training whenever it's needed, while reducing costs and travel time both for our own employees and for those of our clients. Everyone wins with this strategy!"
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This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.
© 2004 Microsoft Corporation. All rights reserved.
Microsoft, PowerPoint, Windows, the Windows logo, and Windows Media are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. The names of actual companies and products mentioned herein may be the trademarks of their respective owners.
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