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

Church Health slashes ticket resolution time by 81% with SysAid

Church Health, a healthcare provider, faced significant IT support challenges. Their IT team struggled to support electronic medical records hosted remotely, and a manual ticketing process caused 5-10% of service requests to be missed or incomplete. This led to frustrated users creating their own workarounds. To address this, they implemented the SysAid IT service management solution.

By deploying SysAid, Church Health established departmental templates and automated workflows for ticketing and asset management. The SysAid system now automatically prioritizes and routes all tickets, notifying the relevant IT staff in real time. This implementation had a dramatic measurable impact: average first response time was slashed from 3 hours to 16 minutes and average closure time dropped from 16 hours to just 3 hours, an 81% reduction in resolution time. Furthermore, SysAid helped ensure patient data remained secure for HIPAA compliance.

Church Health