Summary
This case study details HCTec's partnership with an ambulatory managed service organization to provide IT support for 73 multi-specialty care clinics across multiple states. The document outlines the business challenges faced by the organization, particularly after acquiring 60 clinics in 2024, which necessitated a transition from a previous help desk IT services provider that could not scale effectively. HCTec's objectives included providing remote and on-site IT support, acknowledging and resolving IT tickets promptly, and standardizing technology across clinics. The multi-tiered solution offered by HCTec encompassed end-user device management, network as a service, software support, and virtual server creation. The implementation process involved surveying existing technology, purchasing new equipment, staging it at each site, and initiating ongoing support through the Technical Managed Services help desk. The results indicated significant improvements in response times, clinic satisfaction, and operational efficiency, demonstrating the effectiveness of HCTec's approach to IT support.
