Digital Workplace Solutions for Healthcare Providers

This case study outlines how a healthcare provider partnered with TEKsystems to enhance patient care through digital workplace solutions and improved help desk services. The document describes the challenges faced by the provider, including the need for efficient IT operations to support over 5,000 physical therapists and management staff. It details the decision to move away from in-house services to a partnership that could streamline administrative tasks and improve service desk functionality. The solution involved transferring services offshore while maintaining a focus on patient care. The partnership resulted in the implementation of a digital service desk that provided direct chat support to clinic directors and physical therapists, thereby boosting productivity. Metrics indicating success, such as a 43-second average call resolution time and a 1.3% call abandonment rate, are presented. The case study concludes by emphasizing the positive impact of the collaboration on the healthcare provider's operational efficiency and service quality.