Case Study: WellStar Health achieves cost savings equivalent to 18 FTEs with 3CLogic for ServiceNow

Wellstar Health transformed its service desk operations with 3CLogic and ServiceNow

WellStar Health System, a Georgia-based healthcare organization with 11 hospitals, 5 healthcare parks, and 300 offices, was struggling to keep pace with rapid growth and a 50% increase in Service Desk call volume. Its on-premise voice system did not integrate with ServiceNow, making it difficult to manage call workflows, notify callers during emergencies, and gain visibility into contact center performance, especially during the shift to remote operations.

To address these challenges, WellStar Health implemented 3CLogic’s cloud-based contact center solution for ServiceNow, including CTI, softphone, intelligent call routing, and reporting tools. With 3CLogic, the organization reduced average agent wrap-up time by 55%, cut idle time by 58%, and lowered administration escalation audits by 75%, while reallocating 250 hours of agent staffing per month—an annual cost-saving equivalent to 18 FTEs.

WellStar Health System

Diana Kokotoff

Executive Director