The Value of a Single Point of Responsibility for RTLS Support

by John Olson, Director of Operations at Infinite Leap

Transitioning an IT project from the implementation phase to the operational phase marks a significant milestone for an organization. Once the implementation phase is completed, many resources that were available to get the project to the finish line will no longer be accessible, and the reality of supporting the system and its users will settle in. At this point, a well-orchestrated support process can make or break any IT initiative.

In the case of supporting Real-Time Location Systems, the support process can be even more complex, since the RTLS solution, to best meet all required use cases, will most likely include multiple hardware technologies, various software applications, and numerous integration points.

Because of this multi-layered solution architecture, it can be challenging for the internal IT support team to support the system, so they would most likely rely on RTLS vendors to provide the first line of support.

This reality often pushes healthcare organizations to limit themselves in their RTLS choices, just to make it easier to support the system.

A way to solve this problem is to use support services from an IT partner who is experienced in supporting multiple RTLS software and hardware solutions.

For example, at Infinite Leap, we are very well versed in the deployment, configuration, operation, and support of mainstream RTLS software and hardware solutions. Our experience is practical and up-to-date, as we are currently providing such services for healthcare organizations that are using a variety of different RTLS solutions.

This centralized support approach allows end users to have a single phone number, a single email address, and a single organization to call, while our support team works behind the scenes to address any issues across vendors and applications. Our experience allows us to quickly find the underlying problem, which could be hardware, software, or process-related, and find a satisfactory solution.

With this proven approach, healthcare organizations don’t need to limit themselves in their RTLS choices and can instead select the most suitable RTLS solution for their current and future needs. The organizations will have total flexibility to replace or add specific components of their RTLS architecture, while providing their users with the continuity of receiving support from a single point of responsibility.