Case Study: Cleveland Clinic improves patient and employee service with 3CLogic

How Cleveland Clinic enhanced its service desk operations to optimize the patient and employee experience

Cleveland Clinic, a world-renowned healthcare system, needed a better way to manage patient and employee service desk calls. Its ServiceNow environment was operating in a silo from its on-premise Cisco phone system, creating issues with call prioritization, routing, reporting, and handling surges in call volume. 3CLogic provided the AI and cloud contact center capabilities to help close that gap.

3CLogic natively integrated its cloud contact center solution with Cleveland Clinic’s existing ServiceNow workspace, including a hybrid setup with Cisco telephony infrastructure. The result was a major operational improvement: First Call Resolution rose from under 60% to more than 86%, more than 20% of calls are now handled through voice self-service, and monthly reporting time dropped by 98% from a full week to just 45 minutes.

Cleveland Clinic

Lisa Goode

Director, IT Service Delivery