Case Study: Main Line Health achieves clearer, faster IT communications and reduced helpdesk load with Everbridge Engage

Main Line Health has relied on Everbridge’s Engage solution for more effective IT communications and a superior experience for both staff and patients

Main Line Health, a not‑for‑profit healthcare system serving the western suburbs of Philadelphia with 10,000+ employees across four hospitals and multiple centers, faced a communications challenge: critical IT and network messages weren’t reliably reaching staff. Overhead paging was noisy and intrusive for patients, shared workspaces and shift work meant emails were often missed, and staff sometimes remained unaware during outages, placing extra strain on the Helpdesk.

To fix this, MLH’s IT team implemented Everbridge Engage desktop tickers and alerts—discreet, targeted messages that can be color‑coded (red/yellow/green/blue), repeated, or escalated to full‑screen for urgent incidents. Used for outage notices, scheduled downtime reminders and capacity alerts, the system improved real‑time visibility, reduced Helpdesk inquiries, smoothed shift handovers, and earned positive staff feedback, becoming an integral part of MLH’s internal communications.

Main Line Health

Steve Czapla

Director of IS Customer Support