Leading Children’s Hospital Achieves 20% Better Resolution Rates With CTG

The Challenge and Opportunity

Like many leading healthcare organizations, our pediatric hospital client faced a critical inflection point in their IT service delivery. Their existing service desk vendor provided basic support, but leadership recognized the opportunity to transform the service desk from a cost center into a strategic asset that could drive both operational excellence and end-user satisfaction.

The stakes were high: every minute of system downtime or delayed resolution directly impacted patient care delivery across their hospital and network of 20+ facilities. They needed more than just another vendor—they needed a Level 1 and Epic MyChart service desk partner who could:

• Elevate first-call resolution rates to reduce impact on clinical staff
• Quickly resolve patient portal issues to increase satisfaction
• Scale seamlessly during major technology implementations and go-live events
• Build a robust knowledge base to accelerate issue resolution
• Maintain excellence while optimizing operational costs

After an extensive evaluation process, CTG’s vision for integrated, high-performance support stood out. Rather than simply promising lower costs, CTG demonstrated how our managed services model could transform service delivery through deep system knowledge, proactive problem-solving, and continuous improvement. This approach would meet immediate needs and create lasting value with sustained improvements.

The Solution and Results

Since 2018, CTG has partnered with this client to transform their IT service desk support, handling over 7,500 monthly contacts from staff, clinicians, and patients across their network. CTG manages all aspects of Level 1 service desk and Epic MyChart patient portal support while meeting or exceeding SLAs. Through systematic review processes and targeted agent training, CTG’s Level 1 team has achieved a faster-than-average speed of answer and a 20% improvement in First Call Resolution (FCR)—meaning more IT issues are resolved during the initial contact. CTG’s MyChart analysts quickly address patient questions or requests, answering calls in an average of 25 seconds with an average call time of six minutes. Separately, CTG built a comprehensive knowledge foundation. Starting with just 100 knowledge base articles, the team has systematically grown this resource to over 1,000 documented solutions over seven years. This extensive knowledge repository helps agents deliver consistent, high-quality support across all service categories:

• Epic systems support, including MyChart patient portal and telehealth platforms
• System-wide security enhancements, including MFA implementation
• Patient and staff application support
• Critical system access management

CTG’s proven ability to scale our support during major technology implementations and system upgrades has created a strong partnership. Through regular strategic planning sessions with senior leadership, we continuously adapt our support to align with their evolving needs.

To learn more about how CTG can help you achieve similar results, connect with CTG’s healthcare solutions team for a personalized consultation about your challenges and goals.