Client Profile
- Industry: Non-Profit Healthcare
- Users Supported: 2,000+ end users
- Environment: Hybrid (multiple sites across Minnesota, over 1,000 endpoints)
- Critical Requirement: 24/7 coverage and rapid support for nurses and clinical staff
The Challenge
The client faced growing strain on their internal IT resources due to:
- Lack of true 24/7 coverage and delayed response times.
- Slow reaction time and poor follow-up, impacting patient care.
- No SLAs, ticket processes, or monitoring in place, resulting in inconsistent service.
- Overpriced, underdelivered outsourced services, with little customer service focus.
- Inefficient use of internal tools and ticketing systems.
- Onsite support staff overburdened with Tier 1 support and high call volume, limiting their ability to focus on higher-value tasks.
The result was loss of productivity, rising costs, and measurable impact on patient care delivery.
The Solution
Norterra Tech was engaged to restructure support operations and implement a sustainable, scalable model. Our approach included:
- Comprehensive Ticket Audit & Cost Analysis – Evaluated existing ticket volume, compared support contract costs against internal labor expenses, and identified gaps.
- Onsite Resource Capability Review – Measured how onsite staff could be better utilized by shifting Tier 1 volume to Norterra’s 24/7 support desk.
- Collaborative Transition Plan – Held routine leadership meetings to identify pain points, review the support model, and design a smooth handoff.
- Process & Workflow Redesign – Implemented ticket workflows, KPIs, and SLAs to ensure measurable accountability.
- 24/7 Coverage Implementation – Provided round-the-clock monitoring, ticket response, and escalation pathways to ensure nurses and clinicians received immediate support.
The Results
- 30% reduction in tickets handled by onsite staff, allowing them to focus on higher-value initiatives.
- Response time improved to 5 minutes, with an average call time of 3 minutes per interaction.
- 60% reduction in monthly recurring IT support costs, freeing budget for strategic onsite hires and strengthening internal IT capacity.
- End-user satisfaction significantly improved with rapid, always-available support.
- A scalable IT leadership framework and measurable KPIs were established, enabling long-term growth and sustainability.
Why Norterra Tech?
- Enterprise-Grade Capability, Right-Sized for You – We deliver the responsiveness and personal care of a regional partner while maintaining the scalability and resources expected from larger MSPs.
- Proven Support Capacity – Currently supporting 3,000+ end users across multiple industries, with infrastructure, partnerships, and processes to scale further as client needs grow.
- Performance Metrics –
- 5-minute average response time
- 15 minutes or less reaction time
- 100% customer service satisfaction rating
- Healthcare & Nonprofit Expertise – Over 15 years of experience supporting mission-driven organizations, with deep understanding of compliance, patient care workflows, and budget-conscious strategies.
- Security & Tools –
- N-able RMM for monitoring, patching, and automation
- SentinelOne EDR + Adlumin MDR for endpoint protection and threat detection
- IT Glue for documentation and process standardization
- Automation-first mindset to reduce ticket load and increase reliability