Challenge
A nationwide healthcare provider operating hundreds of primary care centers underwent acquisition by a large national health services organization. As part of the transition, more than 200 locations needed to be migrated to new enterprise applications without disrupting 24x7 help desk operations or impacting patient-facing services.
The organization required additional support capacity that could ramp up quickly, learn two different application environments, and maintain consistent service levels during a complex, time-sensitive integration.
Solution
SDI provided entry-level technical support resources through its workforce development program to supplement the existing service desk during the merger. These resources were rapidly trained on both legacy and new application environments and deployed to provide Level 1 support throughout the transition period.
This approach allowed the client to scale support capacity quickly while maintaining continuity of operations and minimizing risk to end users during the application migration.
Services Delivered
- Rapid onboarding and training of Level 1 support resources
- Application support for both legacy and newly adopted systems
- Help desk coverage during enterprise system migration
- User issue triage and resolution
- Knowledge transfer between legacy and new application environments
- Transition support during organizational integration
Benefit
The healthcare provider successfully completed the application migration across hundreds of locations in under four months without disrupting support operations. All users were transitioned to the new application environment while maintaining continuous help desk coverage.
Several support resources were retained by the acquiring organization, validating the effectiveness of the staffing and training approach and creating long-term value for the client’s workforce and operations.
