Health system IT teams face a daunting balancing act of keeping hold times and abandoned call rates low, while driving forward all the other technology needs from their facilities.
Hear our outsourced IT service desk model in action.
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 level 1 scope
Mark Edwards, PMP | VP IT Strategy & Portfolio Management, Surgery Partners