Case Study: Church Health achieves 81% faster ticket resolution with SysAid

Church Health Slashes Ticket Resolution Time by 81%

Church Health is a faith-based nonprofit in Memphis providing comprehensive, affordable healthcare to roughly 5,000 patients per month. Its IT team supported EMR and business systems, but service requests were managed manually and inconsistently—emails and tickets were often missed or incomplete (5–10%), staff tracked down IT in person, and users created workarounds that undermined efficiency and threatened continuity of care with the EMR hosted offsite.

The organization implemented SysAid for ticketing, asset management, encryption monitoring, automated prioritization, and a self-service portal (now handling about 75% of tickets), plus a public dashboard to boost accountability. Within a month average first response improved from 3 hours to 16 minutes and average closure time fell from 16 hours to 3 hours (about an 81% reduction in resolution time); Church Health has maintained these service levels while improving data security, reporting, and operational consistency.

Church Health

Scotty Chambers

IS Manager