Modernizing Communication for a Healthcare Provider
Background
Client: Healthcare Provider with 17 Locations
Industry: Healthcare
Services Provided: UCaaS (Unified Communications as a Service), CCaaS (Contact Center as a Service), WFM (Workforce Management)
A healthcare provider operating across 17 locations was struggling with outdated communication systems. Their legacy technology consisted of multiple on-premises PBXs and traditional telco voice services (analog lines/PRI). This setup led to numerous operational challenges, including high costs, failing PBXs, complex PBX management, and disjointed communication systems.
Challenge
The healthcare provider faced several critical issues:
High Costs: Maintaining multiple on-premises PBXs and traditional telco voice services was expensive.
Failing PBXs: Frequent failures of PBXs caused disruptions.
Complex PBX Management: Managing numerous PBXs was time-consuming and complicated.
Disjointed Communication: Lack of integration between systems resulted in inefficiencies.
Zero Redundancy: No backup systems were in place, leading to potential risks.
Long Hold Times: Contact centers experienced prolonged hold times, frustrating patients.
Limited Reporting: Contact centers lacked detailed reporting capabilities.
Voice Communication Only: Contact centers were restricted to voice communications, limiting service options.
No Workforce Management: The absence of workforce management tools hampered efficiency.
Solution
KaizenCX implemented a comprehensive solution encompassing UCaaS, CCaaS, and WFM to address these challenges:
1. Unified Communications and Contact Center:
Transitioned from multiple on-premises PBXs to a unified, cloud-based UCaaS and CCaaS platform.
Integrated business phone systems and contact centers for seamless communication.
2. Omni-Channel Communications:
Enabled omni-channel communications, including voice, chat, SMS, email, and self-service AI.
Enhanced patient interactions and reduced hold times through various communication channels.
3. Built-in Redundancy:
Implemented built-in redundancy to ensure continuous operations and minimize disruptions.
4. Robust Reporting and Workforce Management:
Introduced advanced reporting capabilities for better insights and decision-making.
Deployed WFM tools to enable workforce forecasting and improve contact center efficiency.
5. Scalability and Compliance:
Ensured the solution was scalable to accommodate future growth.
Maintained HIPAA compliance to protect patient information.
Outcome
The implementation of KaizenCX's solutions resulted in significant improvements for the healthcare provider:
Cost Reduction: Lowered operational costs by eliminating the need for multiple on-premises PBXs and traditional telco services.
Unified Systems: Achieved a unified contact center and business phone system for easier management and better integration.
Built-in Redundancy: Enhanced system reliability with built-in redundancy.
Omni-Channel Communications: Improved patient satisfaction through reduced hold times and multiple communication channels.
Robust Reporting: Gained detailed reporting capabilities to inform strategic decisions.
Workforce Management: Improved workforce forecasting and management, reducing contact center agent turnover.
Higher CSAT/Patient Satisfaction: Increased customer satisfaction and patient satisfaction (CSAT) scores.
Scalability: Positioned for future growth with a scalable solution.
HIPAA Compliance: Ensured ongoing compliance with HIPAA regulations.
Testimonial:
"KaizenCX transformed our communication infrastructure, leading to significant cost savings and enhanced patient satisfaction. Their comprehensive solution unified our systems, provided robust reporting, and ensured we remained HIPAA compliant. We now have a scalable, reliable platform that supports our growing needs." - Jeremy K., CIO
Impact
KaizenCX's innovative approach and cutting-edge technology significantly modernized a healthcare provider's communication systems, leading to operational efficiency, cost savings, and improved patient satisfaction. This case study exemplifies KaizenCX's commitment to delivering tailored solutions that address specific industry challenges and drive meaningful outcomes.
