Opportunity for Change
When clinical applications fail, every minute of downtime counts. Clinicians and staff often face long wait times and fragmented IT support. Multiple ticketing systems slow response, global operations need continuous coverage, and critical incidents, such as security vendor outages, risk disrupting frontline care.
Context
Disconnected processes compound delays across the enterprise.
Before modernization:
- Long wait times made it harder for healthcare staff to access urgent help
- Multiple, siloed ticketing systems slowed troubleshooting
- No unified experience across hospitals and regions
- High-volume incidents overwhelmed support teams
- Critical outages escalated quickly, affecting patient care
Clinicians and healthcare workforce need fast, reliable, connected IT support — at any time, through any channel.
Our Approach
Providence modernized the Service Desk into a 24×7 follow-the-sun operation powered by ServiceNow and Genesys.
Key components delivered:
- Multichannel support via voice, chat, and web across 52 hospitals and 123,000 caregivers
- AI-driven call summarization, incident theming, and Knowledge Base (KB) tagging to reduce handling time and improve caregiver experience
- Nexthink integration for proactive remediation (disk cleanup, cache management) across 123K+ users
- Continuous Shift Left + automation strategy to reduce ticket volume
- A unified digital-first experience that accelerated resolution and improved reliability
Transformative Outcomes
- >80% First Call Resolution
- Wait times reduced from 300 seconds to 90 seconds
- 3,500 hours saved annually via ServiceNow autopilot prompts
- Supported 400K+ BioMed devices, reducing resolution time by 50%
Impact in practice
By reimagining IT support as a digital-first, AI-enabled service, we gave clinicians and healthcare workers faster, frictionless access to the systems they rely on every day.
