Growing Medical Practice Takes Compassionate Care to New Heights With Zultys
Because of the number of calls not answered or improperly routed by our old phone system, we’ve determined that over a 2-year period by us not switching to Zultys sooner, it has cost Quality Logo Products an estimated $1,250,000.00. I attribute this to the fact that the Zultys system does a WAY better job of handling analog lines and effectively routing our calls to our representatives than our prior system. I also won’t miss the many sleepless nights where I used to have to worry about whether or not the phone system would be working when I arrived in the office the next day.
Profile
- Busy medical practice providing orthopedic outpatient care with six locations across Central New Jersey
- Customer needed a simple way to connect offices seamlessly while continuing to provide exceptional patient care
- Previous phone system had limited capabilities, equipment was aging, separate fax solutions weren’t integrated, and cellphone reception inside some of their buildings was unreliable
The Customer
Princeton Orthopaedic Associates (POA) was founded in 1992 when Orthopaedic Associates (founded in 1974) and Princeton Orthopaedic Group (founded in the 1960s) merged to form a more extensive practice to serve more patients. POA is a community of extraordinary care where doctors and staff work collaboratively across six Central New Jersey locations. POA is a compassionate orthopedic practice of skilled doctors, therapists, and staff who use the latest techniques and equipment to provide exceptional patient care. Yet their communication system wasn’t up to par.
The Challenge
As POA began to scale its practice, team members and staff realized that their phone system needed to be updated to a true communications platform.
During this time, POA’s provider attempted to change carriers, causing several issues, dropped calls, and downtime, affecting the practice’s business. Further, POA faced additional challenges. First, too many disparate fax systems were being used; some had e-fax capabilities, while others used standard fax machines, causing confusion among staff. Second was the need to add costly hardware and licensing to expand their aging system as the practice grew, which didn’t resolve their underlying communications requirements.
POA knew that without a significant overhaul, their phone system would continue to cause ongoing problems for patients and staff. A solution was needed before a seventh office could be added.
The Solution
Our previous system required constant hand holding and troubleshooting,” said Bret Bonnet, president of Quality Logo Products. “There wasn’t a day that we wouldn’t have 5 or more trouble tickets. When you’re an e-commerce company, customers expect you to be open and available 24/7 – no exceptions. Rain or shine — we’re open for business. Our weakest link has always been our phone system.
John Dolan and Jeff Haas with IDeACOM Communications Group, Inc. worked with POA. They helped them decide on a Zultys communications platform with multiple capabilities and features that easily resolved their evolving needs. POA was thrilled with their new solution, which met their integrated faxing requirements. Additionally, Zultys’ innovative analytics tool allowed POA to create custom automatic reports and management dashboards to analyze the types of calls coming into their offices, the content of those calls, and staff utilization, especially in their busy call center. Lastly, Zultys deployed robust call recording software to ensure quality assurance initiatives.
IDeACOM Communications Group, Inc. utilized its breadth of resources, enabling POA to achieve a more reliable wireless connection, dramatically improving cell phone reception inside their buildings and leading to an overall better communication experience.
The Impact
The new installation improved the practice’s communications, enabling greater accessibility throughout the organization. Physicians, staff, and the whole care team can converse through Zultys’ flexible solution with video chat, group chat, and multi-party conference calling on their desktop phones, computers, and mobile devices. Medical and office staff, including physicians, frontline clinical staff, receptionists, and those working from home, can now work together efficiently in a seamlessly connected environment.
Physicians and the patient care team can communicate with patients via voice and text from their personal cell phones while on the go without giving out their personal phone numbers. This capability remains mission critical, and today, POA continues to uplevel its ability to provide exceptional patient care.
With new insights into incoming calls and location phone usage, POA was also able to right-size its communication across the board. The licensing cost for shared location phones was reduced, and staff efficiency was augmented based on call center traffic analytics. Because phone usage became so much more effective across the practice, not only did POA enjoy significant cost savings, but also they considerably enhanced overall communications and patient experience.
Download the pdf version of this customer success story:
