L1 Support for Qventive Healthcare with 90%+ Resolution Rate and Significant Cost Savings

Summary

For nine months, ScienceSoft has been providing 24/7 L1 support to Qventive Healthcare’s clients. Our team efficiently handled an average of 100 tickets per month, ensuring a 30-minute FRT for email requests and a 20-second FRT for calls, with an average TTR of 20 minutes.

About Qventive Healthcare

Qventive Healthcare, based in Hackensack, New Jersey, is a provider of IT solutions for the healthcare industry. It offers a full scope of services related to EHR and practice management (PM) systems, including implementation, integration, management, support, security and compliance services, and more. The company works with ophthalmology, dermatology, dental, multi-special, and family medicine practices, as well as hospitals. A seasoned healthcare IT services provider, Qventive partners with leading EHR/PM platform providers, including Epic, NextGen Healthcare, Allscripts, eClinicalWorks, Cerner, athenaHealth, and Greenway Health.

As the demand for its EHR/PM administration services grew, Qventive’s in-house support team faced an increasing volume of support tickets. To continue delivering high-quality service for its clients, Qventive engaged ScienceSoft as a white label IT support provider to take over the L1 ticket load.

Efficient L1 Ticket Management Following Qventive’s Best Practices

ScienceSoft assembled a dedicated L1 support team to manage incoming requests from Qventive Healthcare’s clients. Understanding the healthcare sector's sensitivity and the critical nature of the services provided by Qventive’s clients, ScienceSoft spent the transitional phase studying L1 request handling protocols and guidelines provided by Qventive. This allowed us to rapidly integrate into the company’s operations, enabling our support agents to act as an extension of Qventive’s internal support teams. Our responsibilities included the following:

• Providing 24/7 desktop support. We addressed various desktop-related issues, including login problems, browser glitches, and EHR/PM system errors. We also helped users change settings and navigate the EHR/PM systems, which included helping doctors and nurses get access to patient records, perform data entry, utilize features, find menus and options, understand workflow processes within the EHR/PM system, and more.
• Cooperating with Qventive Healthcare’s L2 and L3 teams. For more complex issues, ScienceSoft facilitated their triage and escalation to Qventive’s internal teams. For instance, when an EHR/PM system required urgent customization to meet a specific organization's needs – such as adjusting column displays or data types – we escalated the issue to Qventive’s L2 or L3 teams.

In the early project stages, ScienceSoft only managed tickets reported by the clients in writing (via email) and assigned to us by Qventive themselves. During that time, we processed about 20 tickets per month. As the project progressed and Qventive revised its approach to our request-handling responsibilities, ScienceSoft began managing incoming calls. The monthly ticket volume increased to approximately 100. We were also prepared to handle up to 200 tickets a month if needed so that Qventive Healthcare could expand its client base without worrying about the lack of resources.

ScienceSoft achieved a ticket resolution rate of over 90%. We consistently met the 30-minute first response time (FRT) stipulated in our SLA for the tickets reported in written form. We typically answered calls within 20 seconds – significantly faster than the 60-second target. The average time to resolution (TTR) was 20 minutes, extending to 30 minutes only in rare cases when we required assistance from Qventive’s team.

Key Outcomes for Qventive Healthcare

• Significant cost savings over a 9-month period due to outsourcing L1 support to ScienceSoft instead of hiring additional in-house support agents.
• Over 90% of all incoming tickets (averaging 100 per month) were resolved by ScienceSoft at L1, allowing Qventive’s L2 and L3 teams to focus on more complex tasks.
• 30-minute FRT for email tickets, 20-second FRT for calls, and 20-minute average TTR, ensuring that user productivity was not impeded by technical issues.
• Smooth integration of Sciensoft’s L1 team into Qventive’s internal support teams thanks to the quick adoption of their L1 protocols.
• Transparent cooperation with a proactive L1 support provider ready to assume more responsibility while maintaining high service quality.

Technologies and Tools

Microsoft Teams, Zoom.