Region Värmland has been working with Nilex’s system since 2009 and was an early adopter
of the new NSP (Nilex Service Platform) platform. Thanks to this solution, the organisation
has created a stable structure for its internal cases, which has led to shorter
lead times, increased efficiency and improved service.
With NSP, everything is gathered in one system that can be adapted to the needs
of the business. Today, the organisation’s approximately 8,000 employees can use the platform, where cases
are handled in different flows depending on their type: fault reports, questions, orders, changes or
problem cases.
"The advantage of NSP is that we can build our own flows and customise the system ourselves. We don’t
need to bring in consultants for every change, but when we do need help, Nilex is fantastic
at stepping up. It’s probably the best supplier I’ve ever worked with," says
Crister Blom, System and Customer Delivery Manager at Region Värmland.
A platform for the entire organisation
The region has chosen to divide the use of the system into two parts. IT and activities closely
linked to support, such as X-ray and laboratory services, have a more open structure for
case management. Other parts, such as HR, finance and purchasing, work in separate flows
adapted to their needs.
When we introduced the system at HR, cases were handled via email and manual procedures, which created an
inconsistent structure where cases risked being lost or handled in parallel by
several people. They went from four overflowing group mailboxes to a structured case flow. Previously, the same case
could be handled by four people at the same time, or by no one at all. Now they have full control, says Crister Blom.
Flexibility and rapid adaptation
One of the biggest advantages of NSP is its flexibility. The organisation can quickly build new
flows and change the system as needed, making it possible to work agilely and meet new demands in
the business.
"It sounds like a cliché, but really, it’s only our imagination that sets the limits for what we
can build in NSP. We can tailor solutions for different departments so that the system feels
customised to their specific needs," says Crister Blom.
The system is currently integrated with email and is in the process of being supplemented with SMS functionality. A
concrete example of its benefits is that Region Värmland is now replacing faxes for medicine orders
with digital processing in NSP, which increases both security and efficiency.
Results and next steps
The implementation of Nilex NSP has given Region Värmland more efficient and transparent
case management, shorter lead times and reduced vulnerability in its operations. Through statistics and
follow-up, the organisation has also gained better control over workloads and processes.
"This isn’t something you can just install and start using. You have to work actively to build
your flows, but in return you have a really good toolbox to do it with. The system is general and can
be customised to feel tailored to each department," says Crister Blom.
Needs
● More efficient case management and better structure for internal support flows.
● Reduced dependence on manual procedures and email, where cases were often lost.
● Ability to adapt processes to the needs of different departments, from IT to HR and
finance.
Solution
● Introduction of Nilex Service Platform (NSP), a flexible platform for case management.
● Division into customised flows for different parts of the organisation
. ● Independent development and customisation of flows without the need for consultants.
● Integration with email and soon to be expanded with SMS functionality.
Results
● Shorter lead times and increased transparency throughout the organisation.
● Significantly more efficient handling, from fault reports to orders and changes.
● Reduced vulnerability and clearer division of responsibilities in all case flows.
● Digitisation of previously manual procedures
. ● A scalable and adaptable system that provides full control and high user satisfaction.
