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Executive summary:
This healthcare organization struggled with maintaining quality service levels on their Technical Service Desk. HCTec rebadged 17 of the system’s agents and has significantly improved Service Level Agreement (SLA) performance.
Partner background:
This regional integrated healthcare system consists of four hospitals, with over 10,000 team members and a combined 1,200 beds. They also leverage their commitment to academic medicine and training to include multiple residency and fellowship programs.
Business challenges:
The healthcare organization’s internal service desk had challenges with average speed to answer and call abandonment rates.
This performance led to significant dissatisfaction within their IT department and the overall end-user community within the organization.
Objectives:
The objective of the partnership was to initially rebadge 11 of the healthcare organization’s 21 service desk agents and implement HCTec service desk policies and procedures to improve service level quality and performance by bringing down abandonment rate, speed to answer, and improving first call resolution.
HCTec’s solution:
HCTec rebadged 16 agents and one supervisor of the healthcare system’s service desk team.
Implementation:
- The contract was signed on August 24, 2023, and go-live was on December 22, 2023.
- HCTec trained the rebadged the healthcare organization’s agents on HCTec’s processes and tools.
- Contractual SLAs were 30-second average speed to answer and a 5% abandonment rate.
- There was a lot of work involved in the rebadging process related to benefit costs and keeping the health system’s agents whole with PTO.
Results:
- Within 30 days, SLAs for abandonment rate were less than 5%, and speed to answer was less than 30 seconds. All SLAs were met for 2024, with significant improvement on the average speed to answer, which was 16 seconds, and the abandonment rate, which was less than 2%.
- As part of the rebadging process, we provided significant cost savings.
Analysis:
- Implementation of HCTec’s Technical Service Desk for the health system was a tremendous success.
- The success of the Technical Service Desk led to a business opportunity for MyChart, which was signed and implemented in June of 2024.
- For 2025, we continue to improve our service offerings through engagement with the operational and IT teams at the healthcare system.
- Other future initiatives include the addition of Chat andopportunities for AI Integration.
Conclusion:
The partnership has been a success. The healthcare system has asked for additional solutions and timelines for implementing new technologies. The healthcare system is working on increased engagement from the application and IT teams, specifically related to improvements that can benefit the partnership.