Normalized claim
Quantified impact: 70%
CTG achieved over 70% incident resolution rate, consistently meeting IT leadership targets for incident response levels.
MicrosoftEvidence: Medium50/100
Piedmont Healthcare: Epic Application Support and Digital Transformation
Use case typeStudent supportUpdated Jun 13, 2026
Piedmont Healthcare, a leading health system in Georgia, faced challenges due to rapid organizational expansion that required consolidation of information systems including the Epic electronic medical record (EMR) to standardize patient care workflows, documentation, and coding across multiple hospitals and clinics.
- Organization
- Piedmont Healthcare
- Industry
- Healthcare
- Location
- United States
- Published
- January 2026
Reported outcomes
70%
quantified impactRisk, reliability & safety
Strategic outcomes
Speed & agilityFreed internal team for optimization and new implementationsCost efficiencyDelivered remote support for cost efficiencyCustomer experience & trustImproved patient care quality and safetyScale & capacityManaged a growing application environment effectively
Why do we believe this?Outcome claims, sources, and evidence checks
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- Piedmont Healthcare
- Provider
- Microsoft
- Maturity
- Unknown
- Linked source
- CTG
No explicit deployment-stage evidence found.
Customer identity supportedSource describes one deploymentMaturity evidence evaluated
Primary read
Use case focus
Showing 3 of 3
- 1Epic application support
- 2Digital transformation
- 3Remote IT support
The internal Epic team struggled to balance responsibilities of implementation, optimization, and sustaining support of Epic EMR modules and Radiology/PACS applications, impacting the ability to focus on new feature deployment and system optimization.
- Piedmont partnered with CTG to provide Tier 2 application support for Epic modules, enabling the internal team to focus on optimization and new implementations.
- Support included break-fix, routine maintenance, queue monitoring, and build activities delivered remotely for cost efficiency.
- CTG became a trusted partner with a reliable support model that helped meet incident response targets and manage the growing application environment effectively.
- CTG achieved over 70% incident resolution rate, consistently meeting IT leadership targets for incident response levels.
- The remote support model saved costs associated with travel for consultants.
- Support allowed Piedmont to focus on strategic goals like building a statewide health network and improving patient care quality and safety.
Sources & evidence1
Evidence: Medium50/100Evidence strength
- Customer explicitly identified
- Primary source available
- Quantified outcome available
- Technical implementation details available
Type: Case StudyPublished: Jan 2, 2026Publisher: CTGEvidence: PrimaryConfidence: High
AI-generated summary. Verify important details with the linked sources before relying on this case.
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