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

Key Challenges

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

Business Benefits

20% improvement in FCR (First Call Resolution)

10x growth in solution knowledge base

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.