A rapidly growing healthcare organization operating more than 120 locations nationwide was expanding quickly and needed its technology support model to evolve alongside the business.
As new locations were added and operations became more complex, leadership recognized that maintaining a consistent IT support experience across every location would become increasingly important to long-term growth and operational efficiency.
The Challenge
Supporting more than 120 locations across a rapidly growing healthcare network requires a high level of coordination, consistency, and speed. As the organization continued to expand into new markets, maintaining a consistent IT support experience across every location became increasingly important to overall operations.
As growth accelerated, the scale of the organization highlighted an opportunity to further strengthen how support was delivered. With employees across multiple locations relying on technology to deliver patient care, ensuring every user could quickly access the right support, at the right time, became critical to maintaining operational efficiency and a high standard of care.
At the same time, internal IT resources were being pulled in multiple directions. Skilled engineers were balancing strategic initiatives with day-to-day support, often handling Tier 1 requests alongside more advanced work. Much of the support process relied on internal, undocumented knowledge, making it difficult to ensure consistency as the organization scaled.
To sustain growth and improve consistency, the organization identified the need for a more unified, scalable approach to IT support, one that could introduce structure, standardization, and reliability while matching the pace and complexity of the business.
The Guide
To support continued growth and operational consistency, the organization implemented a scalable IT service model, selecting Netfor as the partner to help execute and support it. At the center of this approach is a 24/7 service desk, ensuring every employee across every location has access to fast, reliable support. A hybrid staffing model provides dedicated coverage during critical hours, with a shared team supporting after-hours needs.
The organization also introduced a knowledge-driven support system, transforming undocumented processes into structured, repeatable solutions. This creates consistency across locations and enables faster issue resolution.
By aligning support teams and internal IT into a unified Level 1 function, this model improves visibility, streamlines escalation, and ensures issues are handled efficiently. This approach established a scalable foundation for IT support, allowing the organization to maintain consistency across locations while freeing internal resources to focus on growth.
Response Time
Before: No defined response targets, support handled as availability allowed
After: <30 second average time to answer for phone support
Issue Resolution
Before: Internal engineers handled repetitive Tier 1 requests alongside strategic work
After: On-shore Netfor agents achieve a 90.75% first-call resolution rate
Operational Structure
Before: No formal service desk, intake process, or measurable performance standards
After: 24/7 centralized support model with 100% SLA compliance
Knowledge & Consistency
Before: Relied heavily on tribal knowledge and undocumented processes
After: Structured, knowledge-driven support across all locations
Scalability
Before: Internal IT bandwidth limited the organization’s ability to scale efficiently
After: 2,000+ monthly support interactions handled through a scalable support model
The Results
<30 Seconds
average time to answer
90.75%
first-call resolution rate
2,000+
monthly support interactions
~4,980
repeat support contacts prevented per year
~1,200 Hours/Year
returned to internal engineers
“Before Netfor, our internal IT team was buried in support calls instead of focusing on growth. Since partnering with Netfor, we've been able to open new locations at a pace we couldn't have managed before and our IT team is finally doing the work they were hired to do.”
CTO of Organization
The implementation of this structured support model created a more consistent and scalable IT experience across the organization. With faster response times, high first-call resolution, and thousands of monthly interactions handled, employees across every location receive the support they need without delay.
This approach has reduced operational friction, improved efficiency, and allowed internal IT resources to focus on strategic initiatives that drive continued growth. For multi-location healthcare organizations, this demonstrates how a unified, scalable support model can improve performance without adding internal overhead.
A Scalable Foundation for Continued Growth
As the organization continues to expand into new locations, the support model scales alongside it, with increasing adoption across systems and a growing ability to resolve more issues at the first point of contact.
This foundation positions the organization to support future growth with confidence, ensuring every new location is equipped with consistent, reliable IT support from day one. By maintaining this scalable, knowledge-driven approach, the organization is well-positioned to continue improving operational efficiency, supporting its teams, and delivering a high standard of care as it grows.