Service management

Our service is ready when you need it.

Service management

Our service is ready when you need it.

Maximum customer benefit at all times

Our Service Desk or SPOC (Single Point of Contact) is your central point of contact if you need help. To this end, we provide clearly defined service level agreements (SLAs) to resolve problems quickly and report service requests.

The qualified Service Desk team supports you by providing 1st, 2nd and 3rd level support. The processes and procedures are precisely defined at each level so that all requests are processed efficiently. For example, 1st level support can help you if your call center is overloaded, you do not have enough capacity to process user inquiries or you do not have your own competent contact persons.

Further specialist and technical processes as well as support for customer-specific applications and systems are handled by our 2nd and 3rd level support. Our team of experienced experts classifies, manages, documents and coordinates service requests and ensures that they are processed successfully.

Our employees specialize in the healthcare sector and know the hardware and software systems. That’s why you can rely on us to resolve any IT problems that arise quickly and professionally.

We are getting better and better

We attach great importance to continuously improving our service. Our users’ experiences are very important to us, which is why we regularly survey them with feedback loops. But what also distinguishes us and sets us apart from others is our high level of reliability. Not only do we ensure our service through contractually agreed response times, but we also offer extended on-call times for emergencies.

Everything from a single source

Takeover Call Entry

Takeover of 1st level support

Takeover of 2nd level support

Takeover of 3rd level support

Competent and structured service desk

Fast response times

Single point of contact (SPOC)

Your advantages at a glance

Focus on your core business

Relief for own employees

Faster response time

Increase in user satisfaction

Increase in service quality

Knowing what is important.

The objectives of IT support are always the same: any IT problems that occur should be resolved as quickly and as sustainably as possible so that employees can continue to work or access important data again. We meet this requirement by constantly optimizing our IT support, using the best possible technologies and continuously automating numerous tasks. What can we do for you? We look forward to your inquiry.

What ourcustomers say.

"Landeskrankenhilfe (LKH) is a private health insurance company. As a mutual insurance association, LKH is not tied to a group and is independent of shareholders. HBSN has been supporting us from the very beginning in further digitizing LKH and making the specialist services of the telematics infrastructure (TI) available to our customers. We use its expertise in project management and consulting on the topics of telematics, information security, data protection and partner management. With the successful establishment of the health insurance number allocation process, we have reached a milestone and will continue to rely on the proven and valued consulting expertise of HBSN for the next steps."

Pavel Berkovitch

Member of the Management BoardLandeskrankenhilfe (LKH)

"With the professional consulting and implementation support provided by HBSN, we have created and achieved another important building block "the form center" for the expansion of our digital customer service area "My Healthcare World". We thus offer a valuable contribution to our customers in the context of digital service support and at the same time fulfill the legal obligation of the Online Access Act (OZG), which requires the provision of administrative services digitally via online access for citizens. We are delighted to have taken the next successful step in the digitalization of the healthcare sector."

Johannes Kelle

Consultant for strategic online marketingAOK Sachsen-Anhalt

"HBSN supported us actively and professionally in the "GESUNDESKONTO" project with the conception, development and project coordination. HBSN's agile approach enabled us to launch the application on time and within a very short development time. HBSN was an ideal partner for the extensive integration services into our existing system because it has the necessary experience and knowledge of the processes, the system and the operation of oscare®. That is why it is now also providing maintenance and support for the "GESUNDESKONTO". It is particularly helpful for us that we have access to everything from a single source, from consulting and design to software development, maintenance and support. The consultants impress with their structured and systematic approach, their expertise and their experience and prudence."

Wilfried Ziemer

Head of Product and BrandAOK Sachsen-Anhalt

"HBSN has been involved in the project right from the start and is supporting us professionally, innovatively and with a high level of software expertise to meet the very demanding professional and technical challenges that the connection to the TI entails. The focus here is on using the most secure and state-of-the-art technologies, especially with regard to the future expansions and innovations that will arise in the context of the digitalization of the healthcare system. In addition, HBSN's specialist knowledge of the structures and the necessary networking of the individual service providers in the healthcare sector and the technologies used is very comprehensive and knowledgeable, so that our processes are understood and optimally designed. We are delighted with the excellent cooperation."

Christian Hälker

Managing DirectorPKV-Verband

"HBSN supports us in the change, release and test management project. They accompany it from the very beginning, initially in the analysis phase, through the conception phase to implementation. The consultants impress with their specialist knowledge and methodological expertise and are the designers and drivers of change. It is also helpful that HBSN has extensive industry expertise and a broad network in the German healthcare sector. As one of the few consulting companies, HBSN also works for the important external parties involved in the change process (data center and inventory system supplier)."

Sascha Porbadnik

Head of IT Service & Business IntelligenceAOK Nordost

"HBSN provided us with expert and efficient support from the analysis to the realization of the projects for the development of BIG direkt gesund's IT strategy. All consultants have in-depth knowledge and an excellent overview of the market. It was precisely from this objective position that they also provided us with convincing support as a sparring partner for technical process optimization."

Peter Kaetsch

Management BoardBIG direkt gesund

"Thanks to the in-depth expertise of its consultants and its broad focus on the German healthcare market, HBSN is an important and very reliable partner for gkv informatik in the areas of project management, IT / data center consulting, IT security and networking."

Georg Büttner

Managing Director 2013-2020gkv informatik

"Together with HBSN, we have already successfully implemented several projects in the SHI sector. Their expertise and project experience were and are the basis for a successful collaboration and make HBSN a reliable partner at our side."

Andreas Stucke

Managing DirectorMobil ISC GmbH

"We look after more than 800,000 insured persons and repeatedly use HBSN's advice on IT strategy and project management. Together, we succeed in keeping our IT strategy flexible and adapting it to the needs of our more than 1,000 employees."

Stefan Brückner

Board Representative ITVIACTIV Krankenkasse

"Even those who are unaware of their security gaps are liable for the damage as a board member. Together with the specialists from HBSN, we have systematically searched for weaknesses in our IT system and will introduce a certified ISMS system (information security management system) in the future. Together with the HBSN, we are the first health insurance company to strive for the 'Data protection for health insurance companies' seal of approval. This puts us and our customers on the safe side."

Roland Wien

Former Management BoardVIACTIV Krankenkasse