en

       HEALTHCARE SOFTWARE & IT SERVICES · CUSTOMER STORY

      When a missed request creates risk, email is more than inefficient.

      See how Thieme Compliance transformed request handling for 125 users, reducing manual work by 40% and coordination overhead by 50%.

       

      System Warning  Challenge

      Thieme Compliance’s email-based request handling created risk, manual coordination and difficult cross-team handoffs across 125 users.

       

      System Warning  Solution

      catworkx implemented its Jira Service Management Essentials solution to redesign request routing and cross-functional workflows around Thieme Compliance’s needs.

       

      System Warning  Result

      40% fewer manual processes and 50% less coordination overhead.

       

      CASE SUMMARY

      A single missed request used to mean more than a delay. In healthcare compliance, it meant risk. catworkx replaced Thieme Compliance’s fragile, email-based process with a structured service model that routes work automatically, reduces manual coordination, and gives the team more time to focus on higher-value work.

      The result is not just a smoother process. It creates more capacity to support additional clients and business lines without increasing headcount.
      Client Thieme Compliance

      Industry

      Healthcare Software & IT Services 

      Practice

      Service Management

      Solution

      Advanced Jira Service Management Essentials

          Scale

          125 users

       

      Key results

      40%

      reduction in manual processes

      50%

      reduction in coordination overhead

      THE CHALLENGE

      A bottleneck built into every request

      Every request Thieme Compliance handled, whether internal or client-facing, started in an inbox. Across 125 users, that meant routing, ownership and handoffs depended heavily on manual coordination. The model was difficult to scale and left little room for meaningful automation.

      In healthcare compliance, the consequences went beyond inefficiency. A missed or delayed handoff could introduce operational risk.
      Thieme Compliance had already tried process changes, internal training and different software solutions. But the underlying issue remained. The problem was not another individual workflow or tool. It was the operating model behind how requests moved across teams.

      Thieme Compliance needed a structured service model that could standardize routing, automate repetitive work and make cross-functional handoffs more reliable. catworkx was brought in to design and implement that model.

      CATWORKX'S APPROACH

      Built around how the team actually works

      Rather than starting with the technology, catworkx first mapped Thieme Compliance’s requirements, compliance needs and cross-team handoffs. The solution was then designed around how work actually moves through the organization, with Jira Service Management Essentials providing the foundation for automation, consistency and scale.

      Checklist

      Consulting and strategy

      Expert guidance built around Thieme Compliance's actual business requirements, not a generic template.

      Data Integration

      Implementation & configuration

      End-to-end setup covering ITSM, Asset Management, SLA & Queue management, and change management within one, coherent solution.

      Workflow Automation

      Workflow and integration

      Automated, flexible workflows configured by request type, connected to the systems the team already relies on.

      Customer Support

      Ongoing support & enablement

      Agent training, administration, and project support, continued post go-live, with active enhancement from day one.

      “Working with catworkx has been a consistently positive experience. Their responsiveness, deep product knowledge and structured approach have been instrumental to our success.”

      Meike Gaspar, Thieme Compliance

      BUSINESS IMPACT

      From hidden operational cost to scalable capacity

      Manual request handling was creating costs that were difficult to see in day-to-day operations. Automating the process reduced that friction and created more capacity for the team.

      Before

      • 25% estimated productivity loss
      • 30% reduction in team collaboration and effectiveness
      • $84,500/year additional cost impact

      After

      • 0% less manual work
      • 50% less coordination overhead
      • More capacity to support business growth

       

      DAY-TO-DAY IMPACT

      Work feels different now, not just faster

      Requests now reach the right people more reliably, reducing the time teams spend searching, coordinating and correcting avoidable errors.

      Easier daily work

      Agents spend less time finding and routing requests.

      Better cross-team handoffs

      Teams can hand work across functions with clearer routing and process visibility.

      Lower risk of errors

      Automation reduces manual steps and supports more consistent execution.

      LOOKING AHEAD

      From one workflow to a model that can scale

      What began as a solution for one overloaded process has expanded into additional business lines. Thieme Compliance and catworkx are now exploring where the same model can create value next.

      10/10

      Likelihood to recommend catworkx

       

      Talk to a Service Management expert

      Tell us what you're trying to improve. We'll help identify where changes to processes, automation or your service model could create the greatest business impact.

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