Case Study: FirstHealth of the Carolinas achieves a streamlined, scalable service desk for its Epic EHR rollout with Samanage

Service Portal Turns Thousands of Calls Into Efficient Service Desk

FirstHealth of the Carolinas, a large not‑for‑profit health system based in Pinehurst, NC, faced a major support challenge when it prepared to roll out the Epic EHR across its hospitals and clinics. With help desk staff previously handling roughly 200 phone calls a day and Epic projected to generate thousands more, leadership needed a user‑friendly IT service management solution that could handle incident, asset and contract management without forcing long hold times or a large staffing increase.

FirstHealth implemented the Samanage Service Portal, drove adoption via intranet notices, posters, help‑desk prompts and a new hold message, and replaced much of the internal help‑desk phone traffic with online ticketing. The portal allowed users to submit incidents and track status, gave support staff richer ticket data up front, avoided adding headcount during the Epic go‑live, enabled cloud‑based access during a virus outbreak, and paved the way for integrated asset and contract management.

FirstHealth of the Carolinas

Susan Bonville

Director of Customer Support and Operations