Continuity and throughput
This model allowed for operational continuity and increased project throughput while controlling costs.
// Managed IT Services Success Story
How MetroHealth Reclaimed Time for Strategic IT Priorities
- Client
- MetroHealth
- Services
- Managed IT Services
- Area of Expertise
- Epic Application Support
Challenge
MetroHealth faced a common but critical challenge: balancing the need to maintain and support its Epic enterprise system, while launching several large, strategic initiatives. With limited internal resources and competing priorities, their Epic team struggled to manage both day-to-day maintenance and new project development. To ensure continuity in progress, MetroHealth sought a solution that would allow internal teams to focus on innovation without compromising system stability.
Solution
MetroHealth partnered with Pivot Point Consulting to provide Epic application managed services, focusing on daily maintenance and support across the Epic ecosystem. Pivot Point integrated into MetroHealth's Applications team to deliver:
- Incident and Service Request Management.
- Epic Upgrades, including project management, build testing, and service desk.
- Special Projects (i.e., scheduling optimization, TEFCA interoperability, validation, Epic Logistics Module).
- MyChart optimization, including real time balance alerts, and Hello World messaging.
By offloading support and maintenance functions, MetroHealth freed up internal teams to focus on strategic growth while improving system performance and user satisfaction. Up to 500 Epic incident and service requests are handled monthly and 1,100 Nova Notes addressed per quarter Epic upgrade, with increased system reliability, faster downtime for upgrades, and improved alignment of IT resources with organizational priorities.
- 4,000Completed tickets per year
- 7.8Average days to resolve
- 95.1%SLA resolution