This healthcare IT vendor is rolling out a new instant messaging application for internal use, and that’s a bigger deal than it might sound, according to a pilot fish on the scene.

“I work as a supervisor for a group of level 2 support engineers,” says fish. “In addition to communicating with the engineers on my team, I and my team need to communicate with other groups — our product install team, project management office, software upgrade team, organizational readiness team, sales team, software development team and SaaS network team.”

And after 15 years of use, IM is now the main way that communication happens. So when a customer’s SaaS VPN connection drops or an application crashes because it’s out of space, using IM to reach the right person cuts the critical turnaround time to keep customers happy.

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