By Smartchoice Case Studies Healthcare April 24, 2021

Nationwide Healthcare Company Deploys the Smart Contact Center to Distribute COVID-19 Vaccination Resources to Tens of Thousands

Company Background

With 40 locations across the nation, the award-winning community health center has been a federally qualified health center since 1975. The center works to bring in patients in need of coordinated medical, dental, and behavioral health to all.

Nationwide reach

doctor receives sms

Challenge

Due to COVID-19, the institution needed a quick and secure solution that consisted of a desktop app and a mobile option for nurses and their support staff of 2,000 team members. They also required a practical yet robust solution that would allow them to communicate with patients efficiently, in conjunction with the highly anticipated vaccine.

The Smart Solution

As the healthcare company transitioned its workforce to work remotely, Smart Choice not only provided what they needed but enabled their team to be securely managed from a distance.

Paired with SCC’s software analytics platform, our softphone application empowered their employees to make calls from anywhere.

By incorporating Smart Choice’s SMS via IVR feature, callers had the option to press a specific key and be redirected to receiving an SMS with a link that contained the vaccine information instead of waiting for hours to speak to an agent.

In contrast, their executive team was able to see real-time information on daily productivity and continue to serve their clients with excellent service.

Softphone Application

Smart Analytics

Smart Contact Center

The automated links via the SMS feature have been so successful in managing the inbound call volume that we’ve expanded the functionality and are looking into more options with Smart Choice.

- Director of Telecommunications, Large Healthcare Enterprise

doctor on their Voip phone

The Result

Within 24 hours, 40 of its healthcare centers were fully equipped and operational to run on the Smart Choice softphones.

Smart Choice provided the company’s team and staff with a user-friendly solution that didn’t require long hours of training and could be overseen with a click of a button.

Equipped with our dedicated project managers and network operations team to provide ongoing support, SCC set up their users within a matter of hours as opposed to days or weeks.