A leading healthcare delivery network achieves Service Desk end user support satisfaction rating of 95%+ with HTC

THE CLIENT

The client is a leading U.S.-based not-for-profit healthcare delivery network providing high-quality care through three nationally accredited acute care hospitals.

THE CHALLENGE

As the region’s first, largest and only health system, the client has met the challenges of time since its founding in the early 1900s. Recently, these challenges included parts of their IT infrastructure that required retooling, modernization, and realignment with business objectives. Further, the various outsourcing vendors they had stitched together to support their IT operations were not driving the desired results.