Pella Regional Health Center has partnered with Sisu Healthcare IT Solutions to improve their Service Desk support. Technology plays a crucial role in modern medicine, providing efficient and accurate information to improve the continuity of care for patients. Even the most advanced technology isn’t error free. Occasionally, technical or user issues pop-up, making the need for fast and skilled support critical.
Sisu Healthcare IT Solutions of Duluth, Minnesota has started the on-boarding process for Pella Regional Healthcare Center’s new Service Desk support. The new process is scheduled to launch in early February. The solution offers new and enhanced ways for staff to request and receive IT support, as well as customized features that provide integrated support services, including a ticket management system that allows users easily submit requests and check the status of their requests. Pella Regional staff will be able make support requests by email, phone, or through a self-service portal, all of which are available to the Pella Regional users on a 24x7x365 basis. Users will also receive immediate assistance on some of the more essential user needs like password resets and user access.
“The new tools, processes, and support services we will provide will help strengthen Pella Regional’s overall support capabilities while at the same time, enable their internal IT staff to focus on projects and other high priority technology work for the hospital,” said Sisu’s VP of Customer Service, Dan Persons. “We will also be using the rich service support data we will be providing them to collaborate on root cause and opportunities to improve their user experience.” Sisu’s 24x7x365 Service Desk provides a consistent user experience in a customizable and efficient solution.
“We’re developing a support model to best serve Pella Regional end-users, the self-service portal and enhanced ticket management software for Pella Regional’s IT staff will be valuable to inform their decision-making and provide immediate improvements over their previous system.” explained Mike Kovala, Sisu’s Director of Business Development. “We are thrilled with this partnership and look forward to providing end users access to Sisu’s Support Team.”
Consistency and self-service were priorities for Pella Regional when deciding on a new support platform. Pella Regional’s Chief Information Officer, Cristina Thomas, explains, “We are very excited to enter into the new partnership with Sisu Healthcare IT Solutions. It became clear during our evaluation that Sisu brought all the services that we were looking for: 24x7x365 Tier 1 Help Desk coverage, a strong discipline and expertise in healthcare support services and an integrated Toolset that will ensure that from the time a call comes in, is logged, triaged and solved or escalated, we would all be using the same platform and delivering the best coordinated service to our end users. We feel that the Self-Service tools will be a big win for our staff and will allow them the ability to log and track progress on all of their support requests.”
“This is a nice win for Sisu as we value the opportunity to enhance our business relationship with Pella Regional,” said Interim CEO-CFO Kevin Boerboom, “I am proud of our team for demonstrating our value.”
About Sisu Healthcare IT Solutions
Sisu Healthcare IT Solutions offers IT services and solutions for the healthcare provider segment with a focus on community and rural healthcare organizations, including critical access hospitals. Sisu delivers the insight, understanding and resources required to provide sustainable IT cost structures and critical access to information—the lifeblood of operational efficiency and clinical decision-making. Sisu’s value is rooted in a long history of helping rural healthcare providers stay independent and remain operational amidst the challenges of skill acquisition, low patient volumes, seasonal populations and increasing IT complexity. Founded in 1997, Sisu recognizes the value of employee engagement and has won the When Work Works award for the past two years in a row. Sisu is a recognized leader in rural healthcare IT consulting and has maintained an exemplary customer satisfaction Net Champion Score. Discover more at http://www.sisusolutions.com.
Jill Van Kessel