Healthcare Provider Google Workspace Migration Case Study

This case study details the engagement of a US-based healthcare provider with Simeio to facilitate the modernization and migration of a large user base to Google Workspace. The project involved addressing a significant volume of end-user tickets, impacting several thousand employees across hundreds of care sites and hospitals. Simeio was tasked with managing the transformation, which included the integration of Okta as the Single Sign-On (SSO) platform. A 24/7 critical helpdesk team was implemented to ensure a 100% response rate to end-users, comprising 150,000 employees and 25,000 healthcare professionals. The helpdesk was equipped to handle authentication issues effectively, with high and moderate-priority desks available for immediate assistance. The migration was completed without business interruptions, achieving high client satisfaction. The case study also highlights key performance metrics, such as an average response time of five minutes per ticket and an average resolution time of twenty minutes per ticket, emphasizing the efficiency of the support provided during this digital transformation.