Successful workplace rollout at Visana: Win-win!

In spring 2025, Inventx implemented a workplace solution at Visana that required around 1,500 employees across Switzerland to be migrated to new end devices and services. The Inventx Service Desk played a central role in this. During a so-called hypercare phase, employees were supported directly on site during the transition—personally, efficiently, and with a focus on user needs. Iris Smith, Service Desk Agent at Inventx, explains what such a rollout looks like and what added value the Inventx approach delivered.

Iris, you were right in the thick of the rollout with the Service Desk. What was the on-site support like from your perspective? 

It was intense for everyone. At headquarters, in just two weeks, we onboarded more than 1,000 Visana colleagues to the new workplace solution. But it was also very rewarding to be able to experience it firsthand, because our on-site presence really made a decisive difference. We were able to address concerns directly, clear up misunderstandings immediately, and accommodate individual ways of working. 

It was especially valuable that engineers from the project team were on site as well. They could not only help with special cases, but also share their knowledge—including a few neat little tricks up their sleeve. We collected these inputs within the team and passed them on. That was a real gain in knowledge for everyone.

How exactly did this process work? 

Good preparation was certainly crucial. Employees could get informed in advance via eLearning and then book a time slot online for the personal onboarding onto the new device. On site, check-in was handled via our in-house app: they scanned their old device, handed it in, and then received a new one. Everything was documented digitally—right up to the confirmation by email. 

Thanks to our on-site presence, they didn’t just take the new device and leave; we supported each person individually during the so-called first login. Together, we set up what’s important for day-to-day work: OneNote, network drives, access PINs. Things that would otherwise be buried in a multi-page manual could be clarified easily on the spot. Many even came with a list of questions or with issues they had noticed with colleagues. 

How important was the human component in this rollout, and what were you able to take away from it? 

Very important. In theory, you can procure technology anywhere. But what makes the difference is how we support people through the change. Ultimately, it’s about trust. Users see that we’re on site in Switzerland, take the time, and address their questions—whether it’s about network drives or “banal” things like keyboard settings. This closeness lowers inhibitions enormously and increases acceptance of the new solution. 

At the same time, direct contact with the customer is a huge added value for us at the service desk. We experience first-hand which challenges and ways of working matter in Visana’s day-to-day. This understanding feeds directly into our future collaboration, enabling us to respond faster, provide more targeted support, and increase our efficiency. For us, this is not just a job, but also an opportunity to truly live customer closeness and continuously improve our service. 

What did you personally take away from the project? 

Above all, pride. As a team, we achieved something big—not only technically, but also on a human level. The direct collaboration with the customers, the trust that developed, and the many positive responses show that our work makes a real difference. For me, it was more than “just” a rollout. It was a shared success that I won’t forget anytime soon.