Case Study: a nationwide healthcare provider completes rapid help desk migration with SDI Presence

Nationwide Healthcare Provider migrates 200+ locations in under 4 months with SDI Presence

A nationwide healthcare provider faced the challenge of migrating over 200 primary care centers to new enterprise applications following an acquisition, all without disrupting its 24x7 help desk operations or patient-facing services. The organization needed to quickly scale its support capacity to handle both legacy and new application environments during this complex integration. SDI Presence provided a solution through its workforce development program.

SDI Presence rapidly onboarded and trained entry-level technical support resources to provide Level 1 help desk coverage. This approach allowed the healthcare provider to successfully complete the application migration in under four months without any disruption to support operations. The solution maintained continuous service, and several support resources were retained by the acquiring organization, creating long-term value and validating the effectiveness of the staffing model.