How Central Outreach Connects Six Clinics With Mojo Helpdesk
The detail I like most in Central Outreach Wellness Center's Mojo setup is a desktop shortcut.
Their staff already clicked an icon to ask for IT help. When the team moved to Mojo Helpdesk, they pointed that same icon to Mojo. Staff kept using their Google Workspace accounts to sign in.
A small decision, but a thoughtful one. People working in a busy clinic could keep starting in the same place.
Central Outreach supports six clinics, all using Epic EHR. Branden Dudek, their Lead EHR Support Analyst, and the Health Information Technology team wanted to get support requests, employee information, and devices out of separate spreadsheets and into one system.
“From the start, we wanted one system that could grow with us and get rid of the separate spreadsheets. Mojo has helped immensely.”
Branden Dudek, Lead EHR Support Analyst
Small choices that make the day easier
The team added emojis to queue names so staff could spot the right one quickly. They set up forms for different job roles, with each form sending requests to the right queue. Clinicians have an Emergency Queue with a 15-minute response target.
I like the attention to the person asking for help. Someone who cannot log in to Epic needs a clear place to report it. They should not have to understand how the IT department divides up its work.
The same thinking carries through to employee records. COWC keeps job roles, phone details, and system identifiers in custom contact fields. Employees can look up their own usernames in the portal. The IT team has one record to search.
Who has the laptop? Who needs to collect it?
Those are ordinary questions that get harder to answer when every clinic has its own spreadsheet.
COWC now links devices to the people using them in Mojo's asset management. If a different team needs to set up a laptop, they get a sub-ticket connected to the original request. When someone leaves, the team can see who is responsible for collecting their equipment.
Branden's team also asked us for two changes: search by employee name when linking assets, and attach multiple assets to a single ticket.
We built both.
As a founder, I appreciate feedback this specific. It gives us a concrete job to make easier, and a way to tell whether the change helps.
What matters to the team
When COWC talks about the result, they put accountability first. There is an owner for each request. Even a phone call gets logged as a ticket, so the work has a record.
Branden puts it simply:
“Mojo has been so easy to use. It lets us run ticketing, users, and assets as one operation, all in one place.”
Thank you to Branden and the Central Outreach team for sharing how they work, and for helping us improve Mojo.