The current Pandemic has caused severe staffing challenges to a Midwest based Healthcare network which required Salesforce instance to be optimized to ensure workforce scheduling with ever changing staffing needs operate seamlessly. Their internal IT teams lacked the expertise and therefore CCI stepped in to help with the initiative. The WFM and Scheduling infrastructure and the technical solutions required several applications to run in concert seamlessly.
Case Study
Why CCI Manages Salesforce
Challenges
Managed Services
Solution
What We Did
We became their Managed Services Partners
As we always start with a logically tailored focusing on now, near and addressing future needs, we started with just two experts dedicated to work as one team with the Healthcare network’s IT team. Soon after we delivered the first (now-challenge) we bolstered the confidence in our ability to deliver top quality results and we now manage large projects and manage their production support as well. Delivering higher velocity, remediating tech debts, and improving SLAs to now consistently as the desired 90% plus yet all with 40% less cost YoY.
Key Projects Completed to-Date
- Resource Management
- Scheduling/Back Ups
- New Recruits
- New employee onboarding process
- Tech Debt Remediation by 70%
Results
- Seamless Operations and no staff shortages (QoQ)
- Reduction of IT cost by 40%
- SLAs improved by 35% (response and resolution)
Client's Feedback
CCI team helped us reduce the customer response time and improved the overall experience. Their team was very professional and
Mary Jane
Project Lead, CRCS Courier
