Project Summary
After struggling with staffing their 24×7 IT Service Desk, our client sought to outsource their off-hours Tier 1 service desk for IT and EHR support. Drawing on our experience in EHRs (especially Epic) and history of providing IT Service desk support for other health systems, we partnered with our client to achieve both a smooth initial transition and long-term support for critical pieces of their healthcare technology stack.
Over thousands of service desk interactions, Divurgent’s Managed Services solution matched service desk response times (30-second average Speed of Answer), achieved higher issue resolution rates (72% combined First Contact Resolution), and improved user satisfaction scores (99% or higher) for the customer’s first shift support team. In addition, Divurgent utilized automations to help the customer save money, with AI-enabled call quality monitoring expanding coverage from approximately 4% of calls to 100%. Together, these initiatives helped our client avoid additional internal staffing costs while improving service quality and efficiency.
Scope
Divurgent provides off-hours (7 days a week) Tier 1 Clinical Service Desk support and covers the client’s entire healthcare IT application landscape, with Epic EHR as the primary demand area. On average, our team addresses approximately 700-800 tickets or calls per month, ensuring prompt and efficient resolution of clinical and IT inquiries.
Client Overview
With over 3,000 affiliated physicians, the customer is a premier, not-for-profit health system based on the West Coast. It serves the region with four acute-care hospitals on five campuses, featuring clinics, a medical center, and various urgent care centers. Renowned for excellence in heart care, cancer care, and orthopedics, the customer emphasizes community-focused care, clinical research, and extensive, high-quality patient services.
The Challenge
As a private, not-for-profit health care provider, our client often struggled with the rising costs of providing 24×7 IT and EHR Level 1 support. Finding, training, retaining and providing managerial support for these resources can be a financial and logistical struggle. For a not-for-profit hospital system relying on revenue from services and philanthropic donations to fund operations and technological advancements, this can be even more difficult. Our client decided to find a trusted partner who could deliver overnight support, 7 days a week, at a reasonable cost and without lowering the standards of delivery that their providers, employees and customers expect.
Our Solution
Divurgent’s Service Desk team embedded with the client for several months to learn about the client’s technology and processes and to ensure a seamless transition from in-house support to external vendor support. In addition to creating operational playbooks and ensuring a seamless transition, Divurgent also implemented AI technology to provide automated scoring of all customer interactions. Legacy scoring was done manually by the client and was performed on approximately 4% of the calls every month. Divurgent’s AI solution changed this to 100% of the calls and no longer requires any manual effort from the customer.
The Result
Consistent Service, Day or Night
Divurgent’s Service Desk partnered with our client to deliver exceptional off-hours support with no negative impact on end users. Customers receive a consistent support experience regardless of the time of day they contact the Service Desk, and the transition from in-house coverage to an external partner has been smooth.
Measured Performance
- Customer satisfaction: 99%+ on customer satisfaction surveys
- Average handle time: 6 minutes or less
- First Contact Resolution (FCR): 72%
Full Visibility Through AI-Enabled Quality Monitoring
Divurgent’s use of AI technologies expanded quality insights from the ~4% of calls the client previously reviewed to 100% of phone transactions, without adding manual effort for the customer. This expanded visibility enables better reporting and measurement and supports ongoing collaboration to further improve the end-user experience.
Prior to Divurgent’s involvement, recruiting, training, managing, and retaining off-hours resources was costly and difficult. Divurgent stepped in to deliver reliable overnight support, maintained user satisfaction, and gave the client greater quality visibility through AI-enabled call scoring.
