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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.

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