// Managed IT Services Success Story
Legacy Health Reduces Support Burden with Scalable Tier 1 Services
- Client
- Legacy Health
- Services
- Managed IT Services
- Area of Expertise
- Tier 1 Epic IT Support
Challenge
Legacy Health needed a managed service partner to handle Tier 1 IT support, including patient portal (MyChart), Epic Clinical Service desk, and general IT helpdesk functions. The goal was to reduce customer support costs, improve internal resource alignment, and provide a better end user support experience.
Solution
Legacy Health partnered with Pivot Point Consulting to deliver consistent, scalable Tier 1 support across their IT environment. The Pivot Point team served as the first point of contact for Epic-related issues, supporting patients, clinicians, and non-clinical staff with troubleshooting, training, and navigation assistance.
By providing dedicated resources for MyChart, the Epic clinical service desk in general, and IT helpdesk needs, Pivot Point helped alleviate pressure on Legacy Health internal teams. This partnership insured that end-users received timely, high-quality support while allowing Legacy's in-house IT staff to focus on more strategic initiatives.
Since engaging Pivot Point, Legacy Health has seen a meaningful shift in the quality and efficiency of its Tier 1 support operations. End users, ranging from patients navigating MyChart to clinical staff managing day-to-day workflow, now receive timely, knowledgeable assistance from a dedicated team deeply familiar with the Epic environment.
This partnership has eased the burden on internal IT teams, enabling them to redirect their focus toward more strategic initiatives. It has also improved overall support and consistency, reducing internal friction and enhancing the user experience across the organization. With Pivot Point as a trusted frontline partner, Legacy Health has gained both operational stability and the confidence to scale its support model as needs evolved.
- ~3,000Monthly Tier 1 Epic MyChart calls supported
- ~1,000Monthly Epic clinical service desk calls supported
- +90%First call resolution