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Why CTG

We collaborate with clients to enhance digital agility, solving today's problems while preparing for future shifts.

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CTG, a Cegeka Company

Learn more about our parent company, Cegeka, a global IT provider.

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Solutions Back

Applications

Empowering businesses with modern, scalable, efficient apps.

Cloud

Supporting all phases of your cloud journey.

Business Solutions

Offering Cegeka's MS Dynamics 365 solutions for pharma and life sciences.

Data

Enabling data-driven decision making and increased efficiency.

Service Desk

Providing 24x7 support with an exceptional end-user experience.

Talent

Rapidly delivering IT and business talent to accelerate digital initiatives.

Automation and AI

Leveraging tech to increase efficiency, lower costs, and empower employees.

Infrastructure

Laying the groundwork for a successful digital organization.

Advisory Services

Combining industry and tech expertise to align technology with business needs.

Testing

Ensuring the quality and reliability of enterprise software.

Cybersecurity

Enhancing the cyber resilience of your organization.

Industries Back
Industries

Our digital solutions are customized for the unique challenges, requirements, and regulations each industry we serve faces.

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Healthcare

Addressing IT and operations challenges to enable organizations to better serve patients and members.

Pharma and Life Sciences

Offering Cegeka’s Microsoft Dynamics 365 and Power Platform solutions to navigate industry and regulatory challenges.

Energy

Empowering energy organizations to thrive with data-driven insight and process innovation.

Government

Modernizing operations to improve citizen engagement and service delivery for all levels of government.

Manufacturing

Enabling seamless, efficient operations and increased speed to market with enterprise apps.

Finance and Insurance

Meeting the industry's need for enhanced efficiency, automation, compliance, and customer experiences.

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We're thrilled to share our insights and expertise with you. Learn about industry trends, how to navigate common challenges, client success stories, and more.

Case Studies

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Videos

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News

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Contact us
CTG Why CTG
Why CTG

We collaborate with clients to enhance digital agility, solving today's problems while preparing for future shifts.

Learn more

About Us

Delve into the values, mission, and vision that drive our company.

Partners

Explore our tech and industry partners, who amplify the value we provide.

CTG, a Cegeka Company

Learn more about our parent company, Cegeka, a global IT provider.

Corporate Responsibility

Read more about our commitment to being a good corporate citizen.

Culture

Discover the workplace culture we've built that makes CTG a great place to work.

Careers

Check out our employee benefits and start your career journey with CTG.

Learn More

Our Locations

Leadership Team

Company News

Events

Solutions

Applications

Empowering businesses with modern, scalable, efficient apps.

Cloud

Supporting all phases of your cloud journey.

Business Solutions

Offering Cegeka's MS Dynamics 365 solutions for pharma and life sciences.

Data

Enabling data-driven decision making and increased efficiency.

Service Desk

Providing 24x7 support with an exceptional end-user experience.

Talent

Rapidly delivering IT and business talent to accelerate digital initiatives.

Automation and AI

Leveraging tech to increase efficiency, lower costs, and empower employees.

Infrastructure

Laying the groundwork for a successful digital organization.

Advisory Services

Combining industry and tech expertise to align technology with business needs.

Testing

Ensuring the quality and reliability of enterprise software.

Cybersecurity

Enhancing the cyber resilience of your organization.

Industries
Industries

Our digital solutions are customized for the unique challenges, requirements, and regulations each industry we serve faces.

Explore industries

Healthcare

Addressing IT and operations challenges to enable organizations to better serve patients and members.

Pharma and Life Sciences

Offering Cegeka’s Microsoft Dynamics 365 and Power Platform solutions to navigate industry and regulatory challenges.

Energy

Empowering energy organizations to thrive with data-driven insight and process innovation.

Government

Modernizing operations to improve citizen engagement and service delivery for all levels of government.

Manufacturing

Enabling seamless, efficient operations and increased speed to market with enterprise apps.

Finance and Insurance

Meeting the industry's need for enhanced efficiency, automation, compliance, and customer experiences.

Insights
Insights

We're thrilled to share our insights and expertise with you. Learn about industry trends, how to navigate common challenges, client success stories, and more.

Case Studies

Learn how we collaborate with clients to ensure their success.

Videos

Explore videos about CTG’s solutions, client testimonials, and more.

Blogs

Read blogs about tech, innovation, business, employees, and more.

News

View company news and insights from our experts in top publications.

Resources

View e-books, white papers, guides, infographics, and more.

Webinars

Learn from our experts, based on real-world experience across industries.

Join our team Contact us

Client Success Story

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

Key Challenges

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Desire to transform their service desk into a strategic asset to drive operational excellence and end-user satisfaction

Business Benefits

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20% improvement in FCR (First Call Resolution)

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10x growth in solution knowledge base

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6,500 monthly contacts handled

The Challenge and Opportunity

Like many leading healthcare organizations, this pediatric hospital faced a critical inflection point in their IT service delivery. While their existing service desk provided basic support, leadership recognized the opportunity to transform their 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 partner who could:

  • Elevate first-call resolution rates to reduce impact on clinical staff
  • 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 involving multiple service providers, CTG's vision of integrated, high-performance support stood out. Rather than simply promising lower costs, CTG demonstrated how their managed services model could transform service delivery through deep system knowledge, proactive problem-solving, and continuous improvement methodologies. This approach would not only meet immediate needs but create lasting value through sustained performance improvements. 

The Solution and Results

Since 2018, CTG has partnered with this client to transform their IT service desk support, handling over 6,500 monthly contacts from staff, clinicians, and patients across their network of facilities.

Through systematic review processes and targeted agent training, they've achieved a faster than average speed to answer calls and a 20% improvement in First Call Resolution (FCR)—meaning more IT issues are resolved during the initial contact.

Separately, CTG built a comprehensive knowledge foundation. Starting with just 100 knowledge base articles, their 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 patient portal and telehealth platforms  
  • System-wide security enhancements, including multi-factor authentication (MFA) implementation  
  • Patient and staff application support  
  • Critical system access management

CTG’s ability to scale during major technology implementations and system upgrades demonstrates the strength of their partnership. Working directly with senior leadership through regular strategic planning sessions, they continuously adapt their support model to align with our client's 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. 

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