Results
Faster Issue Resolution
UofL reduced MTTR, ensuring critical IT issues don’t delay patient care.
Improved Efficiency
The self-service portal now handles 5-10% of 15,000 monthly tickets, freeing up IT resources.
Higher User Satisfaction
Increased satisfaction scores and positive feedback reflect better communication and support quality.
Highlights
CHALLENGES
- UofL Health’s IT team managed 15,000 tickets per month, many involving repetitive or simple queries, leading to resource strain.
- Managing access requests for EMR systems, clinical information, and mobile apps required significant back-and-forth communication.
- Long Mean Time to Resolution (MTTR) impacted patient care and overall efficiency.
- End users relied heavily on email and phone, with no conversational or chat-based support available.
SOLUTIONS
- SysAid’s Self-Service Portal (SSP) reduced ticket volume by 5-10% initially, with a goal of handling 50% of queries, freeing up IT resources for more complex tasks.
- SysAid’s organized forms and documentation simplified workflows, allowing for clear and efficient access control processes.
- SysAid’s centralized knowledge base and SSP streamlined issue resolution, significantly reducing MTTR and improving response times.
- SysAid Copilot AI Chatbot is set to handle repetitive queries, further reducing ticket loads and enhancing user experience.
Customer Profile
Headquartered in Louisville, Kentucky, UofL Health is a dynamic force in the healthcare industry, backed by a dedicated team of 12,000 professionals. Combining expertise in patient care, medical education, and research, this academic medical system delivers a comprehensive range of services—from primary care to advanced specialty treatments. UofL Health is deeply committed to improving health outcomes and making a meaningful impact in the communities it serves.
Background
As the largest healthcare organization in its region and the only Level 1 trauma facility within 100 miles, UofL Health supports a large number of end users providing important medical care. Facing high ticket volumes and the need to manage access control for essential systems, the IT team turned to SysAid to transform their service delivery.
Making IT Easy: The SysAid Self-Service Portal
The SysAid Self-Service Portal has been a cornerstone of UofL Health’s IT transformation, enabling end users to resolve common issues easily, and on their own. The portal provides intuitive access to FAQ-style knowledge base articles and over 50 forms tailored to specific needs like EMR access requests and license codes. As a result, the number of repetitive tickets continues to drop. Currently handling 5-10% of UofL Health’s monthly ticket volume of 15,000, the self-service portal has freed up IT resources to focus on more complex problems. The team intends to push these gains further, with a target of 50% ticket resolution in the near future.
SysAid Forms and Workflow Automation
Managing access requests and workflows used to involve lengthy email exchanges and manual processes. Across an organization of UofL Health’s size and complexity, this leads to major inefficiencies. SysAid’s forms and automation capabilities simplified these tasks. Now, users know exactly what they need and how to request it. By eliminating ambiguity, the IT team has significantly improved response times and overall productivity.
SysAid Knowledge Base: a Go-To Guide for Users
A well-organized knowledge base is the backbone of UofL Health’s IT support strategy. With SysAid’s knowledge base module, the IT team structured and categorized essential documentation to provide quick, actionable answers for end users. This clear foundation has improved first-contact resolution rates and reduced Mean Time to Resolution (MTTR). Users can find solutions without needing to contact IT directly, saving time for both parties.
Scaling for the Future With SysAid Copilot
As part of their proactive approach to IT support, UofL Health is piloting SysAid’s Copilot AI Chatbot. Designed to handle repetitive “how-to” questions, the chatbot will offer conversational, chat-based support for end users. With promising early results, Copilot is expected to further reduce ticket volumes and enhance the self-service experience.
The IT team also aims to increase adoption of the Self-Service Portal and expand its functionality, targeting a 50% resolution rate for common tickets.
We’re just scratching the surface with the AI chatbot, but the early feedback is exciting,” said Derek. “It’s a huge step forward in making IT support better and easier for our users to access.”
PRODUCTS USED
SysAid Copilot, Workflow Automation
CUSTOMER DETAILS
Customer
UofL Health
Headquarters
Louisville, Kentucky, USA
Industry
Healthcare
Employees
10,000+
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