See how the Total Experience Framework (TEF) rewires ServiceNow for adoption, speed, and measurable impact. This compact guide reveals how intelligent orchestration across every touchpoint transforms digital work into effortless flow.
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Private Health Management (PHM) is a personalized healthcare provider focused on delivering better outcomes for complex medical conditions through a patient-centric and holistic model. With over 200 employees and headquartered in California, PHM supports individuals, families, and organizations by prioritizing high-quality healthcare experiences.
To elevate patient experience and scale its high-touch services, PHM partnered with INRY and ServiceNow to modernize and automate critical workflows. The goals included:
Accelerating patient onboarding
Empowering clinicians with real-time, structured data
Streamlining care coordination and service delivery
INRY implemented PHM Care using the SMART Success for ServiceNow HCLS platform. Key components included:
HubSpot Integration: Seamless data sync to automatically create patient accounts upon conversion, triggering onboarding in real time
Automated Patient Registration: Eliminated manual entry, prefilled patient info, and added Save & Resume functionality for flexibility
Digital Health Records: Enabled clinicians to input and access diagnostic, test, and rounding data with timeline tracking
Workflow Optimization: Centralized platform replaced Excel, Adobe, Formsite, and Salesforce, integrating with HubSpot and Definitive
Care Team Assignment: Automated team assignment based on availability, triggering clinician handoff and notifications
Operational Governance Enhancements: SLAs, dashboards, and automated case renewals improved oversight and execution
In just 8 weeks, PHM experienced measurable transformation:
Patient registration time reduced from 2 days to 21 minutes
15% gain in care delivery efficiency through reduced manual tasks and improved UX
25% increase in clinician and back-office productivity from platform consolidation and data accessibility
Patient summary generation time reduced from 1 week to 2 hours
20% improvement in operational governance efficiency through automation and SLA monitoring
PHM now delivers faster, smarter, and more personalized healthcare experiences while maintaining agility for future scaling.
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