Case Study: World-renowned Healthcare Organization achieves 99.2% SLA, $800K savings and improved clinical IT support with Pomeroy

World-renowned Healthcare Organization - Customer Case Study

World-renowned Healthcare Organization, a top-five medical institution with 43,000 employees and more than 5 million patients annually, needed to overhaul end-user IT support after a long incumbent relationship. Following an RFP, the organization engaged Pomeroy to support 24,000 end-users across 58 primary sites and 160 satellite locations, maintaining over 40,000 clinical and non-clinical devices and handling roughly 800 service incidents per month, with an urgent priority to improve clinical response times and reduce operating costs.

Pomeroy delivered IT Infrastructure Services—including a dedicated project manager, an on-site team of 12 full-time technicians, 24/7 support for high‑priority clinical devices, depot and parts warehouses, vendor-neutral procurement and process improvements—to ensure a seamless transition and faster repair/response SLAs. The result: a flawless vendor transition with zero elevated issues, 99.2% SLA performance in year one (vs. a 95% target), a top customer satisfaction score of 5/5, and $800,000 in cost savings over three years.