A healthcare company was suffering from employee burnout and high turnover rates. Both issues could be traced to a demanding 24x7 on-call culture plus taxing off-hours incident and change support requirements.
Not only were they losing top talent, the company was increasingly unable to make progress on key strategic initiatives due to prior operational commitments from key employees.
The company began searching for an alternative support solution. One that would improve team morale and free senior engineers to focus on business priorities and career development.
So they engaged WWT.
WWT's Healthcare practice quickly diagnosed the underlying problem as a staffing issue. Leveraging a high-performance team approach, they pulled in experts from our Strategic Resourcing practice.
By hosting weekly checkpoint calls with key stakeholders, our resourcing experts were able to further surface the client's pain points and desired outcomes. As a result, our team recruited, hired and trained a team of 20 on-site security engineers to provide Level 1 and 2 incident management services. This team was also tapped to handle recurring off-hours changes, including round-the-clock support on weekends and holidays.
Today, the team is the healthcare company's first point of contact for all off-hours work.
The company's new team is increasingly taking the lead on more critical and complex assignments and new technologies.
They now handle 95 percent of off-shift requests and incidents independently, resulting in fewer escalations to client subject matter experts (SMEs). The team is also responsible for managing routine change requests, freeing SMEs to focus on more strategic objectives and special projects.
Due to the engagement's success, the healthcare company is currently discussing a three-year contract renewal that includes the potential to bring on additional support resources.