West Tennessee Healthcare (WTH), a not-for-profit healthcare system serving over 500,000 patients across 9,000 square miles, faced critical inefficiencies in its print management infrastructure, impacting security, patient care, and IT operations. WTH has been a trusted healthcare provider since 1950, committed to delivering efficient, secure patient care. Its IT team plays a crucial role in maintaining operational excellence, requiring high-performance, HIPAA-compliant IT solutions.
Despite previous investments in third-party solutions, print volume surged, straining legacy servers, security policies, and IT resources. The organization continued to waste IT manhours due to manual troubleshooting, printer misassignments, recurring failures, and high print queue failure rates, delaying patient discharges and increasing IT workload.
WTH managed 700+ printers across six separate print servers, creating admin bottlenecks and system instability. The decentralized infrastructure required constant manual oversight, leading to frequent print queue crashes, inconsistent printer assignments, and licensing issues. Managing printers across 8 hospitals and clinics resulted in delays in printer provisioning and increased support tickets for a 15-person Helpdesk team.
As a HIPAA-compliant healthcare organization, WTH required granular print access control to prevent unauthorized printing of sensitive patient records while ensuring availability for mission-critical workflows. However, their existing system lacked role-based permissions, allowing helpdesk and PC technicians unrestricted access to print management settings, increasing the risk of misassigned printers and potential data leaks.
Print job delays of up to 1.5 minutes significantly impacted patient discharge times and clinical workflow efficiency. System-wide,these inefficiencies resulted in significant wasted wait-time across the organization each week, forcing IT to dedicate resources to troubleshooting slow print performance, broken printer assignments, misrouted documents and failed bulk printer imports.
Without high-availability (HA) licensing, print queues frequently crashed, disrupting clinical workflows and delaying patient discharges. Licensing mismatches and queue failures required manual resets, adding IT overhead. WTH also sought a scalable licensing model to accommodate expansion, including ChromeOS support, which required hostname-based printer assignments for security and stability.
From day one, Tricerat and Silex told us what they could do—and they delivered. Our printing environment is finally stable, secure, and easy to manage! 
