Case Study: World-Renowned Healthcare Organization achieves $12.9M in cost reductions and improved IT service quality with Pomeroy's CSI Optimization

World-renowned Healthcare Organization - Customer Case Study

World-Renowned Healthcare Organization, a top-five medical institution in the Midwest serving nearly 6 million patient visits through 43,000 employees and 24,000 end‑users at 160 sites, was tasked with finding more than $12 million in IT cost reductions over five years without significant headcount reductions. Pomeroy was engaged under a multi‑year agreement to modernize and streamline end‑user support using its Continual Service Improvement (CSI) Optimization Assessment to evaluate the service desk, deskside support, workflows and asset management.

Pomeroy’s CSI Optimization Assessment used site shadowing, staff interviews, ticket/root‑cause analysis and benchmarking to consolidate multiple help desks, rationalize processes, raise service desk skill levels, and shift 50–60% of higher‑cost deskside tickets to the service desk while increasing automation and self‑service. Pomeroy identified $12,875,655 in productivity and cost improvements over three years (including $4.3M in year one); the vendor’s migration away from a costly deskside model accounted for $10,865,708 (21%) of savings, with automation, a two‑tiered service desk and increased availability delivering the remainder—accelerating the client’s fiscal goals and improving service quality beyond other consultants’ recommendations.