Elara Caring Transforms In-Home Healthcare
An Evora ServiceNow Field Service Management Implementation Success Story
29 January 2025
Elara Caring is at the forefront of digital transformation in home healthcare. Partnering with Evora and ServiceNow, they’re revolutionizing in-home healthcare services with Field Service Management (FSM) and mobile technology. At Knowledge24, Elara Caring CIO Chris Mate, Evora Solution Executive Noah Ryan, and ServiceNow VP Terrence Chesire shared insights on their successful implementation. The conversation shed light on how innovative technology can streamline operations, reduce administrative burdens, and ultimately improve patient care.

Elara Caring is a leading national healthcare provider that delivers both clinical and non-clinical services to over 60,000 patients each day all within the comfort of their homes. Operating across four key service lines—assisted daily living care, skilled nursing, hospice, and behavioral health services—Elara Caring facilitates around a million patient visits every month, ensuring that care is delivered where it’s most needed: in the home.
Elara has long championed innovative approaches and technologies to improve outcomes for patients and reduce payer costs. Partnering with Evora has contributed to our ability to fulfill our mission-driven goals while meeting consumers’ escalating home health needs.
Elara Caring faced a major operational challenge: a highly manual and time-consuming scheduling process for 16,000 caregivers spread across nine states. This inefficiency placed a significant administrative strain on the organization, pulling focus away from patient care and creating considerable operational friction.
To tackle this challenge, Elara Caring decided to implement the ServiceNow platform, with the goal of streamlining operations and reducing friction in caregivers’ daily workflows. By consolidating disparate systems and simplifying engagement processes, ServiceNow enabled Elara Caring to refocus its efforts on what truly matters—providing high-quality patient care.
Evora IT Solutions’ collaboration with Elara Caring began nearly two years ago. The partnership focused on eliminating operational bottlenecks, particularly in the scheduling process. One of the standout innovations was the development of a “marketplace” functionality within the ServiceNow Field Service Management (FSM) module. This feature allows caregivers to self-select patient shifts via a mobile app, creating an “Uber-like” experience for scheduling. This simple yet powerful tool improved operational efficiency, reduced friction, and significantly enhanced caregiver engagement.
The integration of ServiceNow delivered a range of benefits for Elara Caring:
- Improved Accuracy: The platform enabled more precise matching of aides to patients, taking into account specific needs such as allergies and preferences, ensuring that the right caregiver was paired with the right patient.
- Reduced Overtime: With better visibility into open shifts and caregiver availability, Elara Caring saw a noticeable reduction in overtime hours, leading to more efficient staffing and cost savings.
- Increased Caregiver Engagement: The ability for coordinators to have more meaningful, quality conversations with caregivers, instead of focusing on administrative tasks, helped improve overall morale and engagement, contributing to higher-quality care.
The partnership between Evora IT Solutions and Elara Caring, demonstrates how cutting-edge technology, such as the ServiceNow platform, can transform home healthcare delivery. By improving operational efficiency, enhancing caregiver engagement, and reducing administrative burdens, ServiceNow has helped Elara Caring focus more on patient care and less on operational complexity, creating a better experience for both caregivers and patients.
Evora IT Solutions is an international consulting company providing IT solutions and services with the focus on asset intensive operations, maintenance and customer experience. For over 15 years, Evora has been a trusted partner for utilities, natural resources, chemicals, life sciences and healthcare, manufacturing, transportation, consumer industries, professional and public services, as well as education customers. Leveraging the technology stack of SAP and ServiceNow, Evora delivers integrated asset management, plant maintenance, field & customer service, planning and performance, and mobile solutions that delight users. Evora’s offerings include strategic consulting, solution implementation, software development, system integration, as well as application management services. Evora is part of the Allgeier group, one of the leading European experts in the digital transformation of business models and mission-critical processes.
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