Challenge:
Today’s Healthcare environment is a hyper-competitive arena where patients have more choices than ever before for the type of care and the physicians that they choose to treat them. Today’s patient expects that they will not only get the best possible care but the highest level of service from their physician as well.
The Buffalo Spine and Sports Institute realized that in order to successfully compete in today’s fast-paced, healthcare industry they had to be not only the best clinically but also the best in delivering the highest levels of patient service. Because so many of their customers interact with the Institute over the phone they also realized that their current Avaya system was inadequate at allowing them to deliver that high level of service and the time had come for them to seek other alternatives.
Solution:
ShoreTel and CoreIP Systems provided the Institute with a comprehensive voice solution allowing the practice to attain the highest customer service levels possible.
Benefits:
• 90% of all calls answered by a live person
• Average wait times for patients reduced to 1.5 minutes
• Reduced calls going to voice mail to 12% of total
• Nearly eliminated patient complaints due to old phone system
• Management reporting and analysis significantly improved
• Able to add or move new or existing staff in under 5 minutes without a service call
• Increased staff productivity and accountability
• Control staffing costs
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