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

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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

Health System Achieves Epic Beaker Activation Success With CTG

Key Challenges

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Migrate from their existing Laboratory Information System (LIS)

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Establish comprehensive connections to third-party systems

Business Benefits

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Aligned laboratory systems with existing Epic ecosystem

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Comprehensive planning ensured seamless integration

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24x7 help desk support: 20 second average time to answer and 0 calls abandoned

Optimizing Lab Operations

Our client is a large not-for-profit hospital system with 22.000 healthcare employees and 12 hospitals.

“CTG’s attitude was what I appreciated the most. Their staff had a general willingness to help in any way possible to ensure our success. They always asked, ‘How can we help more?’ CTG’s approach was very refreshing. They did an excellent job and were very communicative. The activation was very well done and exceeded our expectations.” -Health System Executive

Challenge

Recognizing the need for enhanced integration and efficiency, the hospital system embarked on a significant technological transition. The organization’s leadership made the strategic decision to migrate from their existing Laboratory Information System (LIS), SoftLab, to Epic Beaker. This pivotal move was designed to seamlessly align the laboratory systems with their existing Epic ecosystem. By implementing Epic Beaker, the organization aimed to create a more cohesive and streamlined information flow across its various medical departments. The transition presented complex challenges, primarily due to the necessity of establishing comprehensive connections with numerous third-party systems. These connections were crucial for maintaining uninterrupted management of laboratory results and workflows.

Solution

CTG played a crucial role in the healthcare system’s ambitious transition to Epic Beaker. Their involvement began with a comprehensive on-site strategic assessment, which laid the groundwork for successful implementation. CTG’s multifaceted approach included:

  • Support Needs Identification and Workflow Analysis: CTG’s team conducted an in-depth analysis of existing workflows, identified departments requiring additional support during activation, and developed a support heat map, enabling strategic resource allocation across various locations. 
  • Customized Implementation Plan: Based on user feedback, CTG crafted a tailored support plan. This included strengthening the Super User training program through program strategy sessions with leadership to review best practices program structure and a customized training approach to enlist and prepare Super Users.
  • Comprehensive Activation Readiness: Extensive advisory and project management services included technical dress rehearsals and command center planning, scheduling and execution. CTG conducted thorough reviews of all processes, ensuring all stakeholders were fully prepared for the go-live phase, and partnered with their internal Service Desk to ensure smooth customer support. 
  • Service Desk and Virtual Workflow Development: CTG developed new workflows to increase efficiencies, offering 24/7 virtual support with an impressive 20-second average response time. They created informative flyers to educate end users about available virtual support options, enhancing communication and support accessibility. 
  • Hybrid Activation Support Model: CTG deployed a customized hybrid model featuring virtual at-the elbow (ATE) staff to manage high call volumes and resolve issues promptly. This approach combined a remote triage team with on-site team leads, overseen by a project manager for each critical phase. 

Outcome

CTG’s Activation and Readiness Solutions strategically helped this client develop and execute a strategy that significantly reduced the burden on the service desk while facilitating smooth integration with existing systems. CTG’s approach not only addressed immediate needs but also laid a strong foundation for future improvements and efficiencies in laboratory operations.

“From start to finish, this project was completed on time and on budget,” said the client’s project manager, “This was the best and smoothest go-live we’ve ever done.”

The effectiveness of CTG’s support model was evident within the first 12 days post-go-live:

  • Hundreds of end user calls received
  • Call abandonment rate: 0%
  • Average call answer time: Within 20 seconds
  • Average call duration: 7 minutes

 

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