Case Study: a large healthcare provider achieves 95% SLA compliance with CTG desktop support

CTG Provides Desktop Support for a New Medical Laboratory

A large healthcare provider needed a desktop support partner to provide 24x7 IT assistance for staff and critical equipment at their new medical laboratory. The primary challenge involved ensuring rapid response times, maintaining strict service level agreements (SLAs), and guaranteeing uptime for the lab's essential operations to support its launch and daily functions.

CTG was selected to provide comprehensive desktop support services. Their solution included 24/7 onsite technical support from a dedicated team that conducted proactive maintenance on 475 devices and 175 printers. This approach resulted in over 95% SLA compliance, with critical issues resolved within two hours. CTG's support minimized downtime, improved lab efficiency, and was recognized as a key contributor to the client's operational success.