IT360 Secure for Healthcare Organization
Silver Tree's tailored DEX solution reduced IT resolution times by 35%, increased employee satisfaction by 25%, and proactively resolved 60% of issues, transforming IT performance and productivity for a regional extended care company.
Challenge
The client, a regional extended care company, operates 12 properties across multiple locations, providing assisted living, rehabilitation, and nursing care. With a workforce of over 500 employees, the client relies heavily on digital systems to manage care coordination, electronic health records (EHR), scheduling, and communication. The client faced several challenges related to the digital employee experience, including:
- Inconsistent IT Support Across Locations: Each property had different levels of IT support, leading to varying experiences for staff members accessing essential tools
- Slow Issue Resolution: Employees reported delays in resolving IT issues, particularly with EHR systems and network connectivity
- Outdated Technology: Some properties used outdated hardware and software, negatively affecting employee productivity and morale
- Lack of Monitoring Tools: The IT team had limited visibility into application performance and user experience, resulting in difficulty diagnosing issues in real time
Why Silver Tree
Silver Tree delivers a tailored Digital Employee Experience (DEX) solution that addresses the unique challenges of extended care organizations. By standardizing technology, providing 24/7centralized support, and implementing proactive monitoring tools, Silver Tree ensures consistent IT performance across all locations. Its focus on real-time issue resolution and continuous improvement enhances employee satisfaction and productivity. With a proven ability to streamline operations and reduce costs, Silver Tree empowers care teams to concentrate on providing exceptional patient care.
Actions Taken
24/7 Centralized Service Desk: Multi-channel support ensuring rapid and consistent issue resolution across all locations.
Proactive Monitoring and Analytics: Real-time tracking of application performance and network health for early issue detection and resolution.
Technology Standardization: Comprehensive hardware and software
refresh for consistent and modernized systems across all properties.
Employee Feedback Integration: Regular feedback loops to identify pain points and implement targeted improvements.
Quarterly Health Check sand Continuous Improvement: Periodic reviews to optimize system performance and enhance employee satisfaction.
Outcomes
- Staff reported a 35% reduction in the time it took to resolve IT issues, leading to fewer disruptions in care delivery.
- Employee satisfaction with IT services increased by 25%, attributed to faster response times and more reliable systems.
- Implementation of advanced monitoring and decision support technologies allowed Silver Tree to resolve 60% of issues before employees even reported them, reducing downtime significantly.
About Silver Tree
Today, Silver Tree delivers a comprehensive suite of IT solutions and services across five key areas: workforce solutions, managed infrastructure (cloud and SaaS), managed security, application modernization, and data modernization. Backed by decades of experience and a proven global operating model, we help businesses innovate, enhance productivity, and drive sustainable growth.
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