Highlights
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A digital transformation journey tripled the number of digital devices in use in six years, while the size of the support staff stayed the same.
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Help desk service level compliance rates dropped from 90% to less than 60%.
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Technology intended to improve patient care was making it more frustrating for end users.
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Introduced a more customer-centric, proactive approach, without the need to hire new staff or buy new technology.
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Innovated a Walk-In Support Center, providing one-to-one support for end-users.
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Developed preventive maintenance, using SysAid’s built-in IT asset management, with regular “check-ups” of all e-care devices and other digital assets.
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Shifted 20% of the IT workforce from incident resolution to proactive maintenance.
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Preventive maintenance reduced the number of tickets by 23% and saved CA$230,000.
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Freed 6,600 hours for hospital staff to devote to patient care.
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Results
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