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The AI Go-Live Command Center
At 7 a.m. on day one, every call is answered instantly. Every issue is resolved, ticketed, or handed to a human. A one-time, time-boxed engagement on your next go-live.
- 0Minutes on holdEvery call answered instantly. No hold queue.
- 24/7Tier 1 coveragePhone, Teams and web chat, around the clock.
- 0Times a caller repeatsWarm transfers arrive with the ticket attached.
- 100%Sev 1 to a personPatient-safety issues bypass the AI.
The go-live problem every health system knows
At 7 a.m. on day one, the phones light up. The hold queue grows, super users get pulled off the floor to answer the same five questions, and tickets arrive half-documented.
Leaders find out a workflow is broken across six units at the 4 p.m. huddle, hours after it started. The whole go-live gets judged by the hold queue.
- The most expensive tickets of any industry. Healthcare carries the highest cost per help desk ticket, an estimated $20 to $45 per ticket.*
- Surge headcount. Go-live support is staffed for the worst hour of the worst day, and paid for all week.
- Your best people, on the phones. Your strongest analysts and super users spend go-live week answering the same how-to questions.
Two front doors. Three outcomes. Nothing dropped.
Every contact ends resolved, ticketed, or with a person.
Two front doors
- How-to answers from your tip sheets
- Live known-issue matching
- Guided Tier 1 diagnosis
- Ticket status on request
Three outcomes, every time
The difference on day one
| Traditional Tier 1 support | AI Command Center | |
|---|---|---|
| Answer time | Hold queue grows with call volume | Every call answered instantly |
| Coverage | Staffed shifts and surge headcount | 24/7 by phone, Teams and web chat |
| Tickets | Quality varies by analyst and shift | Complete every time, routed to the right queue |
| Caller experience | Repeats the story at every handoff | Never repeats. Context travels with the call. |
| Spotting trends | Discovered at the afternoon huddle | Flagged in real time across units |
| Cost model | Headcount scales with volume | People only where people are needed |
What your command center gets
How-to answers on the spot
“How do I release these orders?” is answered from your approved tip sheets and training materials.
Known-issue matching
Checks every problem against your live known-issues list and gives the approved workaround immediately.
Guided diagnosis
Asks what a Tier 1 analyst would: application, workflow, error message, and what the user already tried.
Automatic, complete tickets
User, department, location, workstation, module, severity and steps tried, routed to the right Tier 2 queue.
Warm transfer to a human
Live analysts receive the ticket context first, so the caller never repeats themselves.
At-the-elbow dispatch
When hands-on help is needed, the nearest ATE is alerted by SMS and email with full context.
Immediate escalation
Sev 1 and patient-safety issues bypass the AI entirely and route directly to a person.
Ticket status, self-serve
“What's happening with my ticket?” is answered by phone or chat without waiting on the help desk.
Real-time pattern detection
Flags the same issue surfacing across units and alerts command center leads as it happens.
Tip sheet and broadcast drafting
Drafts tip sheets and floor-wide updates for recurring issues. Your leads approve before release.
Your leaders see a problem spreading across units in real time, not at the 4 p.m. huddle.
A one-time, time-boxed engagement
Run alongside your existing command center team, not in place of it. Measured from the first call.
Prepare
We load your approved tip sheets, training materials and known-issues list, and map your Tier 2 queues and at-the-elbow roster.
Go live
From the first call on day one, every contact is answered instantly and ends resolved, ticketed, or with a person.
Lead in real time
Command center leads get pattern alerts as issues spread, and drafted tip sheets and broadcasts to approve.
Read the scorecard
When the time box closes, you get a scorecard built from your own data and a clear choice about what comes next.
Your scorecard, your data
You judge the engagement on numbers you can check, not on how the week felt.
The engagement fee is credited toward Year 1 if you move to an annual plan.
- Average speed to answer
- Abandoned-call rate
- Percent resolved without a ticket
- Time from issue to ticket
- Re-contact rate
- Time to detect a pattern
- User satisfaction
After go-live, keep it running
By the end of go-live, your users already know the number to call and your knowledge is already loaded. The same command center can run your steady-state Epic help desk on an annual plan.
“In my 32 years of healthcare administration, I've not been part of a more successful implementation and go-live than what we experienced.”
Why FIT Healthcare
FIT is led by operators with nearly 20 years in the Epic ecosystem, from analyst to health system executive leadership. We've lived go-live day one from the inside, as analysts and as health system leaders.
Senior-only talent, transparent pricing, and no private equity pressure mean we build what actually works for your team.
Go-live services that pair with it
Technical Dress Rehearsal
Every workstation, printer and device tested in place, so fewer device calls reach the command center.Learn moreEpic Project Management
Experienced Epic PMs who land the go-live on time and on budget.Learn moreEpic Staff Augmentation
Senior analysts and at-the-elbow support for the work that needs a person.Learn more
Questions buyers ask
Does it replace our command center team?
No. The engagement runs alongside your existing team, not in place of it. The AI absorbs the repetitive Tier 1 volume so your analysts and super users stay on the floor and on the hard problems.
What happens with patient-safety issues?
Sev 1 and patient-safety issues bypass the AI entirely and route directly to a person.
Where do the answers come from?
From your approved tip sheets, training materials and live known-issues list. Your leads approve every tip sheet and broadcast before release.
How do users reach it?
By the Tier 1 phone line, or by Teams or web chat, where they can type or send screenshots. Coverage is 24/7.
How is the engagement measured?
On a scorecard built from your own data: speed to answer, abandoned calls, percent resolved without a ticket, time from issue to ticket, re-contact rate, time to detect a pattern, and user satisfaction.
What does it cost?
It is a one-time, time-boxed engagement. The fee is credited toward Year 1 if you move to an annual plan. We walk through pricing in the demo.
What's your next go-live?
Let's put the AI Command Center on it. Schedule a 30-minute walkthrough and live demo.
* Cost-per-ticket range based on 2026 industry help desk benchmarks (ScreenMeet; BizAILast). Cost outcomes vary by organization and are measured during your engagement.