Managed IT Service Desk for a Leading US-Based Provider Of Technology-Enabled Healthcare Services
Overview
Our client is a leader in technology-enabled hospitals and healthcare services in the US. They offer revenue cycle management services aimed at engaging patients, empowering hospitals & health systems, and advancing financial outcomes throughout the healthcare continuum. ACL Digital collaborated with the client to provide Managed IT Service Desk Support services to improve operational productivity.
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Challenges
Absence of 24/7 Support for internal and external users
Limited responsiveness and availability of business-critical applications
Lack of Virtualization and Operational Productivity
Limited mechanism for SLA management and overhead of resources for delivery of services
Solution
- Managed IT and Business Application Support
- 24X7 L1 service desk for all IT & Business Apps (Internal & Consumer-facing), Computing Devices, Incidents Reporting, Service Request Handling, Ticket Prioritization, and Ticket Trend Analysis
- Support includes Business Apps (ECM, Printing, RCM Master, Patient Payment portals), Communication (Global Directory, IM, Mail, Calendars, etc.) Enterprise Systems (SQL Servers, MS Visio, SharePoint, etc.) Data Network and Telecommunications
- Implemented the process for CSAT and SLA measurement, which helped in ticket tracking and proper closure of tickets
- Total Manpower Deployed: 15
Outcomes
- Ensured consistent and uninterrupted availability of critical business systems
- Attained significant cost savings by deploying skilled resources
- Reduced response times for crucial business applications, enhancing operational efficiency
- Achieved complete virtualization, enhancing flexibility and scalability
- Elevated customer satisfaction through improved service quality
