Case Study: Piedmont Healthcare achieves efficient Epic application support with CTG

CTG Maintains Epic Applications During Piedmont's Expansion

Piedmont Healthcare, a major not-for-profit health system in Georgia, faced a challenge during a period of rapid expansion. Their internal IT team was struggling to balance the implementation and optimization of their Epic EHR system with the ongoing need for application support and maintenance. To consolidate systems and maintain consistent patient care workflows, they partnered with vendor CTG for application support services.

CTG implemented its Application and IT Support solution, providing a Tier 2 support team that integrated with Piedmont's internal staff. This remote team handled break-fix incidents, service requests, and routine maintenance for Epic modules. The solution yielded significant results: CTG routinely resolved over 70% of all incidents and consistently met the target of keeping breached tickets at 5% or less. This allowed Piedmont's internal team to focus on new implementation projects, and the remote model provided substantial cost savings.

Piedmont Healthcare

Geoffrey Brown

Chief Information Officer