Industry
Surgical Hospital
Challenge
Surgery Partners growth created a new challenge: IT support demand scaled faster than internal capacity, with incidents growing to five times the original volume. To protect clinician experience and maintain operational reliability, they needed a trusted partner to take over scalable Level 1 support and allow internal IT teams to focus on strategic priorities.
Results
CereCore transformed the support experience across Surgery Partners facilities. Even as ticket volume increased dramatically, we maintained strong service levels and high-quality performance. The results included a significant reduction in time to answer, improved user feedback across 180+ locations, and an internal IT team that was freed to focus on higher-impact initiatives and clinical innovation.
Services Provided
IT Help Desk, MEDITECH, Managed IT Services
About the Provider
Building a Scalable Support Engine
The collaboration began with partial managed IT services for service desk support, allowing Surgery Partners to test the model. Following initial success, the scope was expanded to provide 24/7/365 support for surgical hospitals and weekend/night coverage for ASCs. By 2023, the value of the partnership was so evident that Surgery Partners expanded CereCore's role to include full 24/7/365 support for the entire ASC enterprise, recognizing that a specialized partner could manage scale more effectively than an internal team.
Key Outcomes:
Scalability at Pace: Successfully managed an increase in incident volume over a two-year period while maintaining consistent quality and customer satisfaction.
Enhanced Responsiveness: Achieved a significant reduction in average speed-to-answer and call abandonment rates despite massive organizational growth.
Increased Resolution Scope: Collaborated to create a robust library of knowledge-based articles, leading to a substantial increase in First Call Resolution (FCR) rates.
Enterprise-Wide Coverage: Successfully transitioned the support model from "nights and weekends" for ASCs to a full 24/7/365 managed service desk across the entire enterprise.
Resource Realignment: Enabled the internal Surgery Partners IT team to reorganize and focus on high-priority hospital strategy and clinical innovation.
Driving Quality Through Knowledge and Collaboration
To ensure high-quality support, CereCore and Surgery Partners worked closely to build a robust internal knowledge base. This constant collaboration allowed analysts to increase their scope of understanding and resolve more issues on the first call. Routine reporting tracks key performance indicators such as speed to answer, abandonment rate, and customer satisfaction, ensuring that as the organization grows, the quality of support never falters.
Empowering Internal Teams
The primary strategic outcome of the service desk partnership was the "recalibration" of the internal IT team. By offloading Level 1 support, Surgery Partners could dedicate their internal experts to strategic hospital support and clinical EHR optimization. This has resulted in a significant reduction in time to answer calls and positive feedback from hospital leadership, who now feel more supported than ever before.
Our partnership with CereCore has had a positive impact on our hospital support. Our work with your team to stand up a level 1 support desk for our National Group Hospitals has been highly successful. Some of the improvements we have seen include:
- Significant reduction in time to answer calls
- Substantial increase in first call resolution rates
- Very positive feedback from our hospitals on the support they are receiving
- Excellent 24/7/365 coverage
- Great collaboration to constantly look for opportunities to create knowledge-based articles to increase [analyst understanding and] level scope"
Mark Edwards | VP of IT Strategy & Portfolio Management, Surgery Partners
Result
The partnership transformed the support experience for Surgery Partners facilities. Despite a massive increase in ticket volume, CereCore maintained high-quality metrics and consistent service levels. The results included a significant reduction in time to answer, improved user feedback across 180+ locations, and a more satisfied internal IT team that was freed to focus on high-impact clinical innovation.
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