// Managed IT Services Success Story
Turning Epic Ticket Backlogs Into Strategic Wins
- Client
- A Midwest Health System
- Services
- Managed IT Services
- Area of Expertise
- Tier 2 Epic App Support
Challenge
After migrating from Allscripts and going live on Epic, our client faced a surge in Willow-related tickets that overwhelmed their internal IT team. With a limited team supporting Willow and over 150 tickets stuck in queue, clinicians grew frustrated by delays and repeated workarounds. These bottlenecks eroded trust in the system and diverted focus from more strategic initiatives.
Solution
The health system partnered with Pivot Point to take full ownership of Willow maintenance and work queue management. Through weekly Pharmacy/Willow alignment meetings and joint Agile prioritization sessions, the combined team tackled redundant tickets, cleaned up long-standing errors like NOC mismatches, and improved visibility into issue handling. This brought much-needed relief to frontline staff, who felt a weight had been lifted as the system began to work the way they expected. The ticket backlog was not only reduced, it evolved into a sustainable, proactive model of support.
With the ticket backlog reduced and maintenance under control, they were able to redirect energy to impactful projects: building pediatric medication protocols, deploying pharmacist clinical tools, implementing an AMS scoring system, and improving electrolyte replacement workflows. Clinician trust rebounded, and ticket submissions became more about optimization than break/fix work. As one pharmacy manager noted, “We finally feel like the system is working the way we always wanted it to. And people are trusting it again.”
- 25%Reduction in ticket volume
- 0Errors in high-priority work queues
Client Testimonial
“Contractors have the perception that they're not invested. Eric and team showed they were invested in our joint goal to get tickets done, fix the system, and get the best care to our patients. He was very thoughtful and careful in meeting our expectations.”