Patient population and staff growth outpaced regional healthcare services provider, Baton Rouge General Health Systems‘ IT resource capacity leading to low employee satisfaction scores. BRG’s partnership with Sparkhound integrated the two service desk teams in a co-managed, 24x7x365 Service Desk with great success. Quicker ticket response and meaningful resolution has increased employee satisfaction scores, freed up critical IT staff for more strategic initiatives, and improved service desk KPIs across the board. Download the PDF here
Regional healthcare provider, Baton Rouge General Health Systems consists of three main campuses and an extensive network of physician offices across the capital city metro. Growing patient population and staff caused service desk ticket volume to reach untenable levels. This impacted BRG’s ability to not only deliver new mission critical technology initiatives, their patient care personnel satisfaction (aka customer satisfaction) level was low. Patient care professionals were not receiving the help and support they needed in a timely and efficient manner.
Baton Rouge General Health Systems leverages Sparkhound’s 24x7x365 in-house, on-shore Tier 1 Service Desk team to partner with their service desk for a co-managed solution to resolve basic user issues. This allowed for BRG system engineers to focus on business initiatives and project work instead of service desk tickets.
A single point of entry for all physician, nurse, and administration requests is the foundation for an ITIL-based escalation path from Tier 1 technicians all the way to Tier 4 experts. Documentation from initial requests and escalation points continue to prove invaluable during problem determination and resolution. The integrated solution allows for consistent communications and knowledge transfer between teams for Knowledge Base updates, driving expedited ticket resolution and accountability. Sparkhound has decreased total call volume through user education and metric analysis with management team.
The solution comprises of the following technologies:
Features leading the solution's success:
Application and infrastructure engineers with specialized skillsets are now better utilized. Their new-found freedom from handling first tier support and basic user requests has enabled them to concentrate on larger project-based, business initiatives.
Operational metrics including incident, request, and problem classification leads us to root-cause resolution rather than simply closing a high number of the same type of tickets. Additional milestones include: