The ASISA Group, a leading Spanish private healthcare group, has entrusted Atos with the modernization and management of digital workplace services, as well as care and support for all staff, including healthcare professionals, specialists, and office personnel distributed across Spain and other countries.
The modernization project is part of a broader strategic digital transformation plan of the ASISA Group, aimed at growth and diversification of its activities, expansion of its own support network, entering new international markets, and reinforcing its social commitments and sustainable development.
Atos will carry out the digital transformation of the ASISA Group based on a continuous innovation process aimed at improving and evolving services, which are assessed and implemented on a quarterly basis. By accelerating incident resolution processes, productivity is expected to increase by nearly 30%. The ultimate goal is to achieve the highest level of user satisfaction in both administrative and medical areas, leading to talent retention and employee engagement within the ASISA Group. Optimization of operations and incident resolution will improve customer service quality and reduce waiting times for consultations, medical tests, procedures, and hospitalizations.
Modern workplace
The Atos project approach enables strict cost control and improved service levels, resolving up to 85% of incidents remotely, reducing on-site support costs and ensuring workplace innovation.
The service will allow more than 55% of requests to be resolved during the first call, reducing the number of requests by 50% and increasing staff retention by 40%.
The launch of this “Modern Workplace” initiative will enable ASISA users to collaborate more effectively and provide flexibility to work from any device, at any time and from anywhere—while ensuring the security of the company’s information assets and devices.
The Atos solution also includes a virtual tech bar, which promotes knowledge and experience sharing among users, encourages teamwork, and improves employee relationships as a source of continuous improvement.
“The project will have a strong positive impact on the daily activities of ASISA Group employees, who will see improvements in their IT experience and productivity, both in internal operations and administrative tasks, as well as in servicing insured clients and patients through reduced waiting times and improved service quality,” said José Pereira, Media Director of the ASISA Group.
Device-as-a-Service
The contract includes services for the supply, configuration, upgrade, and lifecycle management of equipment across a wide range of devices: desktop computers, laptops, and specialized IT equipment within the ASISA Group’s hospital system. It also includes equipment for intensive care units, radiodiagnostics, medical testing, clinical analysis, and other devices. As part of the project, 2,500 units of equipment are planned to be replaced with the latest technologies within the first 18 months across healthcare, IT, and insurance operations.
Early warning
The project includes several tools that allow potential issues to be detected before they occur. The system identifies which devices have a higher probability of failure in order to proactively and transparently notify users and avoid disruptions, improving user experience and device satisfaction.
Reducing waiting times for ASISA Group clients and patients
Through operational optimization and incident resolution, the project will improve customer service quality and reduce waiting times for consultations, medical examinations, surgeries, and hospitalizations.