The Service Desk That Boosted End User Satisfaction

A leading healthcare delivery system resolves 90% of issues on the first call and achieves end user satisfaction rating of 94%+ with HTC

THE CLIENT

The client, one of the largest integrated healthcare delivery systems in the U.S., provides treatment and services to more than two million patients each year and has six acute care hospitals and hundreds of employed physician practices.

THE CHALLENGE

For any healthcare facility, delivering prompt high-quality patient care at all times is a top priority. The increasing complexity of healthcare technology is making it even more difficult for in-house help desk teams to meet all technical support needs. The client deployed an in-house team to manage their Service Desk requests but later realized that the team fell short of delivering the expected level of support, promptly handling calls from clinical staff, and providing round-the-clock IT support.

To stay ahead of the competition and deliver uninterrupted patient care, the client realized that they needed to overcome the perception that using an outsourced Service Desk leads to a loss of operational control. Rather, it created an opportunity to eliminate the burden of maintaining a permanent staffing level to meet the peaks, but also the valleys, of support demand.