ANALYTICS & AI Success Story
Northwest Health System Transforms Service and Saves $500k Annually
Improving responsiveness, reducing costs, and elevating patient and employee experiences through a modernized IT Service Desk
The Challenge
A Health System in the Northwest faced multiple challenges providing customer service and technology support for both their internal employees and patient population due to high employee turnover, lack of documentation, and continuous budget cuts to IT, making it difficult to provide a consistent customer experience. These issues led to extended
wait/turnaround times on Tier 1 issue resolutions, high abandonment rates, and low customer/end user satisfaction. This Health System wanted a minimum 25% annual cost reduction for Tier 1 IT Service Desk.
Our Solution
Pivot Point partnered with this Health System beginning in early 2022 to support their patients with issues related to the MyChart Patient Portal and Telehealth platforms. The initial partnership went so well that IT leadership looked to Pivot Point to replicate this for their existing 24×7 Tier-1 IT Service Desk. Together, we seamlessly transitioned the internal Tier-1 Service Desk to Pivot Point in late 2022 which included the successful re-badging of most of their existing staff (agents + supervisors).