BACKGROUND & CHALLENGE
Louisiana Children’s Medical Center is a nonprofit network of healthcare providers in Southern Louisiana, based in New Orleans. Members include academic centers, acute care facilities, and research hospitals. LCMC Health’s mission is to provide health, care, and education beyond extraordinary.
In 2016, LCMC Health was faced with integrating a growing network of health facilities. The main focus was to implement standardized processes and procedures for IT service desk support under one centralized organization. LCMC needed a partner that could quickly and efficiently managing the on-boarding process for all of its locations.
Sparkhound was able to assist with on-boarding all facilities to a new EMR system (EPIC) by providing a command center support team for each go-live.
Currently, Sparkhound is onboarding a Tier 1 Service Desk and EPIC Go-live support for LCMC’s sixth hospital. This includes over 2,500 end users, additional clinics, and urgent care centers throughout Louisiana. Sparkhound has accomplished this for LCMC all while meeting service level agreements and reducing LCMC’s operating cost by more than 25%.
- 6 disparate systems united under a single, central IT service desk support operation
- Reduced client operational costs in IT support by 25%
- Sustained improvement of First Call Resolution rate and excellent customer service reports