Case Study: a large academic health system improves patient portal support with CTG and Amazon Connect

CTG Transforms Patient Experience at Academic Health System

A large academic health company sought to improve patient engagement and experience by enhancing its support for the Epic MyChart patient portal. The primary challenges included cultivating a more informed patient community and providing superior assistance for portal users. To address this, they partnered with vendor CTG.

CTG implemented a scalable managed service using Amazon Connect to provide 24/7 support for patient calls and messages. This solution delivered exceptional results, including handling an average of 21,000 contacts per month and achieving a 99.8% first contact resolution rate. CTG consistently exceeded service level agreements, significantly reducing call abandonment and wait times, which contributed to a measurable rise in MyChart usage and online payments for the client.