Healthcare Industry
Transform healthcare operations: from manual overload to intelligent orchestration
Healthcare providers are drowning in administrative complexity. TQStarling helps you deploy AI-powered workflows that free your care teams to focus on what matters most, delivering exceptional patient care. We specialize in modernizing ServiceNow implementations to enable agentic AI and intelligent automation.
of healthcare workers’ time is spent on administrative tasks.
The promise of healthcare technology was to make care delivery more efficient, more responsive, more human. Instead, most health systems are running on a patchwork of manual processes and disconnected systems that create friction at every turn. Care teams wait on hold for support. Agents toggle between screens to connect the dots. Critical services, biomed, facilities, pharmacy, lab, operate in silos, tied together by human middleware. The cost isn’t just operational. It’s burnout. It’s delay. It’s the erosion of what drew talented clinicians into healthcare in the first place. And as patient volumes grow and staffing remains constrained, the gap between expectation and reality widens.
The Core Challenges
Healthcare operations teams face a common set of pressures that compound over time.
Manual, fragmented workflows
Care teams navigate multiple systems to resolve routine requests—supply orders, equipment issues, facility concerns. Each requires phone calls, emails, or trips to a whiteboard. The promise of “self-service” hasn’t materialized because the underlying processes aren’t actually automated.
Low self-service adoption & automation
Most healthcare organizations have portals, but low utilization. Why? Because self-service that still requires human intervention on the back end isn’t really self-service. True automation—where a request flows through to resolution without human touchpoints—remains rare.
Agent inefficiency across multiple systems
Care agents juggle disparate applications—ITSM, biomed management, facilities tracking, supply chain tools. There’s no unified view. Time is wasted switching contexts, searching for information, and manually coordinating across teams.
Impact on critical KPIs
The result is visible in the metrics that matter: mean-time-to-resolution creeps up, care team burnout accelerates, incident volume stays high, and wait times frustrate everyone. The status quo isn’t sustainable.
Our point of view
The answer isn’t more technology. It’s smarter orchestration of the technology you already have.
Most healthcare IT initiatives add another layer—another app, another portal, another dashboard. What’s needed is integration and intelligence: a way to connect your existing systems, surface the right information at the right moment, and automate the routine so humans can focus on the complex.
This is where ServiceNow Healthcare Operations, combined with modern agentic AI, changes the equation. Instead of care teams navigating systems, the systems navigate themselves. Instead of agents stitching together information manually, AI orchestrates workflows across biomed, facilities, pharmacy, radiology, and beyond.
The shift from “manual by default” to “automated by design” isn’t theoretical. It’s happening now, at leading health systems.
We believe healthcare operations should work like this:
Care teams
Self-serve on routine requests, with AI handling the back-end orchestration in real time.
Care agents
Work from a unified desktop, with AI surfacing context and next-best actions, regardless of which underlying system holds the data.
Support services
Operate proactively, with workflows that anticipate needs, route intelligently, and resolve autonomously wherever possible.
How ServiceNow Applies
TQStarling specializes in modernizing ServiceNow implementations for healthcare, with deep expertise in ServiceNow Customer Service Management (CSM) and Healthcare Operations.
Agentic AI for CSM
Modernize legacy environments for AI readiness
AI Capability
Business Impact
Migrate from tech debt to standard CSM configurations
Reduce customization bloat and future-proof your platform
Deploy AI-centric development approaches
Use ServiceNow’s native AI capabilities to handle routine requests autonomously
Accelerate time to value
Compressed timelines using proven frameworks and templatized solutions
ServiceNow Healthcare Operations
Accelerate hospital operations with AI + Data + Workflows
Core capability
Business impact
Care team operations
Enable self-service and intelligent request routing for clinical staff
Care team work management
Orchestrate work across biomed, facilities, EVS, home health, and more
Unified care agent desktop
Bring together multiple channels and backend systems into a single pane of glass
Intelligent workflow orchestrationc
Automate resolution across radiology, facilities, biomed, EVS, lab, pharmacy, finance, and supply chain
How It Connects
Each challenge maps to a solution.
Challenge
ServiceNow Solution
Low self-service adoption
AI-powered self-service with back-end automation
Agent inefficiency
Unified agent desktop with contextual AI assistance
Poor KPIs (MTTR, burnout, wait times)
End-to-end workflow automation and proactive resolution
Manual, fragmented workflows
Intelligent orchestration across support services
How It Connects
Capability Area:
Low self-service adoption
ServiceNow Solution:
AI-powered self-service with back-end automation
Capability Area:
Agent inefficiency
ServiceNow Solution:
Unified agent desktop with contextual AI assistance
Capability Area:
Poor KPIs (MTTR, burnout, wait times)
ServiceNow Solution:
Manual, fragmented workflows
Capability Area:
Manual, fragmented workflows
ServiceNow Solution:
Intelligent orchestration across support services
Proof Points
Modernizing CSM to Enable Agentic AI
Large Healthcare Provider
Organization Size
110M+ members
Business Areas
Customer Service, ITSM
Location
United States
Challenge
- Large backlog of work requests in their service operations
- Heavily customized ITSM environment that needed migration to standard CSM capabilities
- Wanted to remove technical debt and deploy agentic AI to handle routine inquiries
Solution
- Initial proposal staffed with 4 of our team members working across US locations
- Pivoted to an AI-centric development approach with a central design team
- Updated methodology accelerated time to value
Results
- Driving measurable results with milestones achieved ahead of timeline
- Solution proven and now being replicated across multiple tracking systems
- Team able to map and repeat the approach for other service lines
1M
Home Health Visits/
Month
Homecare Client
22%
Modernizing CSM to Enable Agentic AI
Clinical Engineering
1.3M
Modernizing CSM to Enable Agentic AI
Medical Imaging
40%
Modernizing CSM to Enable Agentic AI
Health Services Provider
Let's talk about what's possible
for your organization.
Whether you’re looking to modernize an existing ServiceNow footprint, deploy agentic AI for the first time, or accelerate healthcare operations with intelligent workflows—TQStarling brings the expertise to make it happen.
WHAT TO EXPECT
30-minute discovery conversation to understand your current state
Assessment of your ServiceNow environment and automation opportunities
Clear perspective on what’s achievable and realistic timelines
No pressure, no generic sales pitch—just honest guidance