HEALTHCARE COMPLIANCE · CUSTOMER STORY
Cutting manual work by 40% and coordination effort by 50%
catworkx replaced inbox-driven request handling with an automated service management model built to scale.
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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-run process with a system that routes work on its own, closes the gaps that used to slip through, and frees the team to focus on judgment work instead of chasing tasks. The result isn't just a smoother week, it's room to take on more clients and more business lines without adding headcount. Advanced Jira Service Management Essentials |
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Industry |
Healthcare · Germany |
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Practice |
Service Management |
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Solution |
Advanced Jira Service Management Essentials |
Key Insights
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40% reduction in manual processes |
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50% reduction in coordination overhead |
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10/10 likelihood to recommend |
THE CHALLENGE
A Bottleneck Built Into Every Request
Every request Thieme Compliance handled, whether internal or client-facing, started as an email in an inbox. With 125 users relying on that process, email had become a bottleneck, limiting cross-functional work and ruling out any real automation. In healthcare compliance, where a missed handoff isn't just a delay but a risk, that bottleneck carried more weight than it would in almost any other setting.
The problem hadn't gone unaddressed: before bringing in catworkx, the team had already tried process changes on their own, internal training programs, and different software solutions. None of it held. What was missing wasn't effort — it was a partner who could design the routing, automation, and cross-functional structure the problem actually required. That's the gap catworkx was brought in to close.
CATWORKX'S APPROACH
Built Around How the Team Actually Works
Rather than just installing a tool, catworkx built a solution around how Thieme Compliance actually works. That started before any configuration — understanding the compliance obligations behind each request type, mapping where handoffs were breaking down, and designing a rollout that wouldn't disrupt a team that couldn't afford downtime. The technology was the delivery mechanism; the judgment about what to build, in what order, and how to keep improving it was catworkx's contribution.
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Consulting and strategy Expert guidance built around Thieme Compliance's actual business requirements, not a generic template. |
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Implementation & configuration End-to-end setup covering ITSM, Asset Management, SLA & Queue management, and change management within a one, coherent solution. |
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Workflow and integration Automated, flexible workflows configured by request type, connected to the systems the team already relies on. |
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Ongoing support & enablement Agent training, administration, and project support, continued post go-live, with active enhancement from day one. |
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BUSINESS IMPACT
Where the Losses Were Hiding
Those same losses are what disappeared once manual work and coordination overhead came down — the results already shown above.
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Before catworkx:
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DAY-TO-DAY IMPACT
Work Feels Different Now, Not Just Faster
Not every gain shows up on a spreadsheet. Requests that used to get lost in inboxes now route themselves, so agents spend less time hunting for what's theirs to do and more time doing it.
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Easier daily use Agents move through their day without stopping to figure out where a request belongs. |
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Closer cross-team collaboration Teams that used to work in parallel now hand work off cleanly, with visibility into where things stand. |
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Less room for errors In customer's own words, automation "reduced the risk of errors, allowing us to focus more on value-adding tasks." |
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LOOKING AHEAD
A Partnership That’s Still Growing
One well-designed workflow was enough to change how Thieme Compliance thinks about its internal tools, and that shift hasn't stopped at the first rollout. Several more business lines now want the same setup, and catworkx is already scoping the next phase alongside them. What started as a fix for an overloaded inbox has turned into a long-term way of working together.
