Reduced Costs
Process and Technology Efficiencies
Effective Workforce Management
Scalable Capacity
Assessment and Roadmap
CTG delivers a complete Report of Findings and Performance Improvement Roadmap to address operational processes and system optimization, identifying opportunities to improve your support model.
Experienced analysts provide improved “first-line-of-defense” incident and request resolution, improving first level resolution (FLR) and decreasing call abandonment. With CTG’s >90% FLR rates, you can focus senior analysts’ attention on critical projects and optimization efforts.
Tier 2/3 support ensures 24x7 support for some, or all, of your application portfolio. Whether to optimize your application portfolio or focus on critical projects, our solutions scale to accommodate your critical priorities.
Clinical Service Desk (Tier 1.5)
Our experts in leading EHR systems provide 24x7 single-point-of-contact support for physician users. Our scalable, multi-level services integrate with your workflows and environment.
From build and optimization, to provider adoption, to telehealth integration and patient portal support via service desk, our end-to-end solutions help you keep up with the business and IT demands of an ever-growing community of patient portal users.
Case Study
CTG helped implement Hospital for Special Surgery’s Service Desk for Epic MyChart, and our analysts provided first-level support of issues, documented each issue in the ticketing system, and adhered to agreed-upon workflows for issue escalation between support desks, all on a 24x7 basis. As a result, more than 97% of incidents were resolved on the first call, calls were answered in an average of 23 seconds, and resolution of in-scope issues exceeded 99%—all leading to increased patient portal adoption.