Case Study: a regional U.S. healthcare provider reduces Epic support costs with UST Global managed services

a regional u.s. healthcare provider cuts Epic support costs by 12% with UST Global

A regional U.S. healthcare provider struggled with an inefficient in-house Epic support team that was bogged down by day-to-day tickets, hindering strategic projects and new hospital onboarding. To address this, they engaged UST Global for a managed services solution and a governance model.

UST implemented an Epic managed services model to handle Level 3-5 support tickets, backed by a pay-for-performance contract and innovation credits. This resulted in a 12% year-over-year cost reduction, 100% SLA adherence for those tickets, and allowed the in-house team to focus on critical issues and strategic initiatives.