PHM Scales Patient Care with ServiceNow HCLS Platform
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Case Study

Private Health Management Creates Impactful Patient Experiences with ServiceNow HCLS

99%reduction in patient registration time AND patient summary generation time
25%increase in clinician and back-office productivity
20%improvement in operational governance efficiency

Company Details

Industry: Healthcare

Company Size: 200+ employees

Location: California, USA

Cprime Services:

Executive Summary

Private Health Management partnered with INRY to launch PHM Care on ServiceNow, transforming patient onboarding, clinician workflows, and care coordination. In just 8 weeks, they reduced registration time by 98%, improved operational governance by 20%, and boosted productivity across care delivery by 15–25%.

About the Customer

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.

The Opportunity

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

The Solution

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

The Results

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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