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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.

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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

CTG Provides Desktop Support for a New Medical Laboratory

Key Challenges

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Providing 24x7 technical support with rapid response times

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Maintaining critical equipment uptime across laboratory

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Meeting strict service level agreements for all support

Business Benefits

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Achieved over 95% SLA compliance across all services

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Critical issues resolved within two hours

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475 devices/175 printers supported with proactive maintenance

The Client

The healthcare client needed a desktop support team to provide around-the-clock IT assistance for staff and equipment at their new, state-of-the-art medical laboratory. The organization sought a dedicated IT partner to provide continuous service to support its launch and daily operations.

"The proactive support and transparency CTG has provided have exceeded our expectations. Their team seamlessly integrated into our operations and has consistently delivered timely resolutions, enhancing the lab's efficiency. We're extremely pleased with the partnership and the quality-of-service CTG brings to the table."
- Director of IT

Challenge

The primary challenge involved delivering 24/7 technical support, ensuring rapid response times for hardware and software issues, and maintaining critical equipment uptime. The client needed a partner who could maintain strict service level agreements (SLAs) while building strong relationships with lab staff and integrating seamlessly into daily operations.

Solution

CTG was selected as the client's IT partner through a competitive RFP process to provide comprehensive desktop support services. CTG provided 24/7 onsite technical support, with a diverse team of experienced technicians (including military veterans) conducting daily rounds to maintain 475 user devices and performing quarterly maintenance on 175 label printers. This proactive approach ensured all equipment remained fully operational, minimizing downtime and improving overall efficiency.

  • The team handled up to 100 incident request tickets monthly, including hardware malfunctions, software troubleshooting, and equipment relocations. They consistently met or exceeded the client's service level agreements (SLAs), achieving over 95% SLA compliance.
  • Critical incidents were accepted within 10 minutes and resolved within 2 hours
  • High-priority issues were resolved within 4 hours
  • Medium and low-priority tickets were resolved within 24 hours, keeping operations running smoothly.

Additionally, CTG built strong relationships with the lab staff, often identifying and resolving issues before formal tickets were created. Transparency, timely reporting, and consistent SLA compliance fostered a close collaboration that fully integrated CTG's services into the client's IT operations. As a result, CTG's proactive and highly visible support, particularly within this high-profile lab, was recognized by the client's leadership as a key contributor to the lab's operational success.

Results

  • 475 user devices supported daily
  • 375 end users
  • 175 label printers maintained
  • 100 incident and request tickets per month
  • 95% attainment of SLAs
  • 24/7 onsite support

Care to share?