Case Study: MaineHealth achieves reduced SER maintenance workload with Nordic Remote Solutions

Nordic Managed Services takes full ownership of MaineHealth’s Epic provider database maintenance

MaineHealth, a large not-for-profit healthcare network, partnered with Nordic to reduce the burden of daily Epic provider (SER) database maintenance. The customer needed to lighten the workload on its SER team so analysts could spend more time on strategic Epic projects and support issues.

Nordic’s Remote Solutions team completed one week of onboarding and then took full ownership of SER ticket resolution. The result was strong measurable impact: around 400 tickets were resolved in the first month, unresolved tickets per day fell 85% (from 20 to three), and analyst time spent on SER maintenance dropped 90% from about 50 hours to five hours per week. Nordic also helped improve documentation and delivered a seamless transition for end users.

MaineHealth

Anna Tweedie

Manager of Information Systems