Case Study:
Multi-Location Health Center Upgrades to UCaaS, Boosts Customer Service and Productivity
Company:
Value/ROI:
- Reduced overall voice expenses by consolidating voice services across multiple locations.
- Increased productivity and potentially higher patient volume by improved call quality.
- Created a solid foundation for future growth by modernizing network infrastructure.
Project:
- New cloud-based phone system to replace outdated on-premise solutions.
- Optimized call handling processes through advanced analytics and Interactive Voice Response (IVR).
Key Takeaways:
- Resolved call-related issues such as dropped calls, unclear conversations, and incorrect transfers.
- Optimized staffing levels and resource allocation based on real-time call data.
- Upgraded network infrastructure to support future expansion and technological advancements.
Introduction
This healthcare organization is a non-profit, family health center with locations across the northeastern United States. They specialize in caring for patients of all ages with an emphasis upon wellness, preventative care, and disease management.
The Challenge
Improving call quality was a top priority when the organization began searching for alternatives.
Due to working with another voice service provider, the healthcare organization’s call quality was highly unreliable. Call transfers would be sent to unknown numbers, conversations weren’t clear, and worst of all, calls would frequently drop altogether.
With their previous Avaya system, calls from one location to the other were external calls, which resulted in additional costs. Each site had its analog telephone PBX that had become obsolete and did not offer any of the advantages that a cloud-based Hosted-PBX provides to businesses.
According to their IT and Network Infrastructure Manager, they needed a solution that would allow them to communicate efficiently and connect all five company locations.
“We knew that we needed a software partner that was willing to offer a level of customization. Furthermore, we required a flexible platform that could communicate without any disruptions.”– IT and Network Infrastructure Manager
The Smart Solution
After selecting SmartChoice to provide a company-wide voice solution, the healthcare team was immediately impressed by the smooth transition.
In just a few days, the new voice system was launched seamlessly. Over two days spread throughout five locations, SmartChoice’s certified field engineers installed a total of 175 phones. They also installed a wall-mounted network data communications rack cabinet with patch panels and leads.
Each location had its own IT rack, respectively assembled with two routers and one switch per site, with one site having two switches. The center now has a high-performance structured network cabling infrastructure that serves their voice connectivity requirements.
Furthermore, each staff member received a one-on-one session to learn how to operate their new phone system and become familiar with its features.
“We experienced zero disruption to our customer contact center while installing and transitioning to our new system. SmartChoice provided the perfect solution to meet our business needs.”– IT and Network Infrastructure Manager
Products and Features
SmartChoice allowed the healthcare center to benefit from a highly complex Interactive Voice Response (IVR) platform with multiple conditions, including time and toggle menus. Additionally, due to the center’s ability to cater to diverse patients, the developed IVR was in English and Spanish.
The information derived from SmartChoice’s Smart Analytics, specifically the Smart Queue Analytics, became a vital tool for advancement.
Suppose the health center was operating at 40 calls per hour and the Smart Analytics showed that they were not all being answered. In that case, the IT Manager could recommend increasing the number of receptionists. The live reports could also let the center know when wait times in the queue were too long or if an employee was only answering five calls during peak business hours when they should be attending to more.
Interactive Voice Response (IVR) Diagram
SmartChoice’s live reports improved customer service by analyzing queue data to ensure proper staffing levels. By leveraging live reports on inbound and outbound calls in real-time, displayed on dashboards within the SmartChoice Portal, their IT Manager was able to track call traffic and prevent potential queue backups, avoiding lost revenue.
SmartChoice deployed a solution that provided significant savings to the center’s voice expenses and increases their monthly revenue due to the impact on productivity levels. More importantly, because that system was cloud-based, the voice service supports multiple offices, allowing calls to move seamlessly back and forth between the different locations.
Highlighted Features
UCaaS
Cabling
Circuits
HIPAA Compliance
Network Security
Omnivoice Portal
Infrastructure
Internet
Smart Analytics
Smart Contact Center
Smart Fax
Smart Hands
Conclusion
By implementing a new cloud-based voice system, the healthcare organization achieved significant improvements in call quality, operational efficiency, and overall cost-effectiveness. The advanced IVR system and real-time analytics provided valuable insights into call patterns, enabling optimized staffing and resource allocation.
The modernized network infrastructure not only supports current operations but also positions the organization for future growth and technological advancements. The combination of these factors has resulted in a substantial return on investment, demonstrated by reduced voice expenses and potential increases in patient volume and revenue.
“I no longer worry day-to-day. With SmartChoice’s voice services, we have high-definition audio, and the calls are amazing.”– IT and Network Infrastructure Manager
