Challenge
A major health system was facing significant challenges with its L2 support, leading to a growing backlog of unresolved tickets and impacting their ability to deliver high-quality patient care. The hospital's IT staff were spending a disproportionate amount of time on routine tasks and troubleshooting, leaving little time for strategic initiatives. Additionally, the high cost of maintaining an in-house IT support team was a strain on the budget.
Solution
The hospital partnered with HiPaaS Managed Services (HMS) to address these challenges and improve their IT support operations. HMS implemented a comprehensive L2 support solution across various modules of Epic, the hospital's electronic health record (EHR) system.
Key Features of the Solution:
SLA-driven Support: HMS guaranteed service levels and performance, ensuring that the hospital's critical systems were always running at their best.
24x7x365 Service Desk: HMS provided round-the-clock access to expert technical support, allowing the hospital's IT staff to focus on their core responsibilities.
Results
The implementation of HMS led to significant improvements in the hospital's IT support operations and overall efficiency.
Reduced Backlog: HMS significantly reduced the hospital's ticket backlog, allowing staff to focus on strategic initiatives and innovation.
Lower Costs: HMS provided cost-effective support, freeing up budget for other critical areas.
Enhanced Patient Care: The improved IT support enabled the hospital to deliver more efficient and effective patient care.
Conclusion
HiPaaS Managed Services proved to be a valuable partner for the hospital, providing comprehensive and cost-effective L2 support that reduced backlog, improved efficiency, and enhanced patient care. By leveraging HMS's expertise and resources, the hospital was able to focus on its core mission of providing high-quality healthcare.
For more details visit: https://www.hipaas.com/managed-services or email us at info@hipaas.com .