Case Study: a children's hospital achieves 20% better resolution rates with CTG service desk support

Leading Children’s Hospital Achieves 20% Better Resolution Rates With CTG

A leading healthcare organization sought to transform its IT service desk from a basic cost center into a strategic asset to drive operational excellence and improve end-user satisfaction. They partnered with CTG for a managed services solution to elevate first-call resolution rates, quickly resolve patient portal issues, and scale support during major implementations.

CTG implemented its managed services for Level 1 and Epic MyChart service desk support. The solution delivered significant results, including a 20% improvement in first-call resolution, an average call answer speed of 25 seconds for MyChart, and the growth of the solution knowledge base from 100 to over 1,000 articles. This partnership allowed CTG to handle over 7,500 monthly contacts with high performance.