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Session 108: Significant Cost Savings While Improving Services

Wednesday, April 22 at 10:15 AM

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Meeting the increased demand for IT support in Healthcare without increasing cost requires 'out of the box' delivery models. This session will review the case study, accomplishments, and lessons learned as Baylor Scott & White Health saved 1.7 million a year by blending an outsourced and insourced Service Desk. By segregating technical support from clinical application support, we were able to focus areas of expertise on improving resolution time for our end users and decreasing cost. One of the most impressive accomplishments in implementing this blended support model was that 100% of our Service Desk analysts retained jobs within Baylor Scott & White Health.

SupportWorld Live speaker photo for Pam-Roberts

Pam Roberts



Pam Roberts is a senior leader with proven success in designing, implementing, and delivering global service centers across verticals of healthcare, commercial, and government. She has an excellent track record of defining support to meet business needs with an intense customer service focus. By using flexible and out of the box thinking to quickly adjust direction, she has been able to meet fast-paced business objectives. This mindset has resulted in raising the standard for service delivery, and significantly reduced operating cost. Pam has demonstrated proficiency in continual improvement, utilizing staff development, process design, defining performance metrics while sustaining a customer-centric culture.