Case Study: Northwest Radiology Network Reduces Help Desk Calls and Speeds Issue Resolution with Pocketstop RedFlag

How Northwest Radiology Reduced Help Desk Calls and Improved System Issue Resolution Time

Northwest Radiology Network, a 100‑employee, multi‑site physician‑owned radiology group, faced a persistent communications problem: when systems, facilities, or apps experienced outages, dispersed radiologists and staff across five outpatient centers and partner hospitals flooded the HelpDesk with individual calls. To streamline incident messaging they implemented Pocketstop RedFlag, a mass‑notification system that delivers voice, email, SMS, app and Microsoft Teams alerts to targeted groups.

Pocketstop RedFlag enabled Northwest Radiology Network to build custom recipient groups, target only those who need to know, send immediate alerts and status updates, and add new recipients in under a minute. As a result, HelpDesk call volume fell, IT staff could focus on faster issue resolution, employee satisfaction improved, and the IT team reported lower stress and minimal maintenance or training overhead using Pocketstop RedFlag.

Northwest Radiology Network

Marty Buening

Director of Information Technology