What was the impact of the AI solution?

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.

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

Catalog median for risk, reliability & safety deployments: +100% across 57 reported metrics. Compare benchmarks →

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.

Technologies

Epic EMR system Microsoft Azure cloud Microsoft AI solutions

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.

Implementation partners1

CTG

Sources & evidence1

Groundedness: 4/5

Primary source

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Customer evidence