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S PA R K H O U N D . C OM 8 6 6 . 2 1 7. 1 5 0 0 T O L L- F R E E
Co-managed 24x7x365 Healthcare Managed ServicesEXECUTIVE SUMMARY: 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.
CHALLENGE
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.
Managed Services Case Study:
BATON ROUGE GENERAL
Run.Plan. Build.
ABOUTBATON ROUGE GENERAL
Baton Rouge General Medical
Center is a full-service
community hospital with 590
licensed beds between two
campuses. As the first hospital
in Baton Rouge, opening its
doors in 1900, Baton Rouge
General has a long history of
groundbreaking milestones, as
well as providing the Greater
Baton Rouge community with
high quality healthcare for
generations.
SOLUTION
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. continued >>
Baton Rouge General: Managed Services Case Study
B AT O N R O U G E B I R M I N G H A M C H A R L O T T E D A L L A S H O U S T O N S PA R K H O U N D . C OM 8 6 6 . 2 1 7. 1 5 0 0 T O L L- F R E E
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.
To further bolster speed and effectiveness, Sparkhound teamed with the BRG
information security team for their companywide Knowledge Base upgrade.
This effort led the way to update the entire Baton Rouge General Technical
Knowledge Base, which expedited service delivery to employees resulting in
increased employee satisfaction.
SOLUTION
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:
• Average speed to answer, processing time, and
abandonment rate provided accountability and
benchmarks and helped inform what defines success.
IMPACT
ProactiveServices
Our goal is to catch incidents before your business encounters productivity loss. As an optional Tier 2 level of support, the Managed Service Desk Team proactively sniffs out issues using a few of the following methods:
Automated ticket creation for mailbox, OneDrive, Skype, & SharePoint Online thresholds
License administration & assignment reporting
Cloud optimization guidance for operational roles & responsibilities
• Response KPIs for critical and severe tickets ensured
appropriate resources were contacted within proper
time frames for expedited resolution.
• Ticket volume during and outside peak hours
provides a return of roughly 6-8 resources when
including ticket processing time and team
management.
• Regular management meetings to review key metrics
and refine standard operating procedures garnered
increased employee satisfaction and perception of
the IT department.
© S
PARK
HOU
ND, L
LC. A
LL R
IGH
TS R
ESER
VED.
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