Sacramento Family Medical Center Case Study
ShoreTel Contact Center speeds calls, improves accuracy, and streamlines hectic medical workflows across medical center’s virtualized environment
Growth necessitates new system
SFMC is a privately held corporation with 10 locations. SFMC sees about 47,000 patients annually and is continually growing to accommodate about 1,600 new patients each month.
Need to interoperate with multiple environments
To optimally manage its burgeoning practice across Sacramento, SFMC needs to ensure that patients can readily reach the right person at the clinics for questions and scheduling, that doctors and staff can access information easily, and that IT can effectively manage and integrate phone and business applications.
“We have so many patients and our clinics were getting overwhelmed. We wanted to implement a new call center solution that was flexible, simple, and less expensive. Our last phone system vendor offered none of those things,” says Scott Jenkins, IT director at SFMC.
A new solution would need to interoperate with SFMC’s extensive HP environments, including virtualized servers and storage and thin clients running VMware, and the laptops and desktops used by doctors and medical staff. The VoIP platform would also need to integrate with Centricity, industry-specific software from GE Healthcare for electronic medical records and practice management.
SFMC chose to work with the 3GC Group, a top-notch business consulting service, to find the right VoIP vendor solution. “The sales team at 3GC was always prepared, bringing a ShoreTel engineer with them each time. They communicated well, taking us through a ShoreTel UC solution step by step, explaining features we didn’t even know we wanted, and later helped us design call flow. We actually looked at several vendors, but the ShoreTel Contact Center and its extensive reporting tools and simplicity really won us over,” Jenkins explains.
ShoreTel provides diagnosis for call management
SFMC selected a ShoreTel UC solution that includes ShoreTel Contact Center, and ShoreTel IP Phone licenses and ShoreTel Voice Switches. ShoreTel UC nimbly integrates voice, video, and data across any device to streamline collaboration and enhance productivity.
ShoreTel Contact Center promotes the health of call management by combining flexible yet sophisticated multimedia contact center capabilities to empower agents and satisfy customers. Designed to deliver a rapid return on the investment by reducing operational costs of running the call center, Contact Center gives agents a unified desktop client with all the tools needed to shrink
call interaction times, route calls instantly and accurately, and supply pertinent information helpful in improving the caller experience.
“The screen pops are great, providing information in an instant so that when a patient calls in, we are getting them connected to the right person or department without delay. 3CG helped us with custom integration so that we could incorporate additional functionality into Contact Center. First, we integrated our customer database to allow for screen pops in four languages — English, Spanish, Russian, and Hmong. And we integrated with our ShoreTel system so that calls going directly to a particular clinic can be routed instead to our contact center. A screen pop will come up showing which clinic the customer called into so that our contact reps can respond appropriately,” says Jenkins.
“WE HAVE SO MANY PATIENTS AND OUR CLINICS WERE GETTING OVERWHELMED. WE WANTED TO IMPLEMENT A NEW CALL CENTER SOLUTION THAT WAS FLEXIBLE, SIMPLE, AND LESS EXPENSIVE. OUR LAST PHONE SYSTEM VENDOR OFFERED NONE OF THOSE THINGS.”
Scott Jenkins, IT Director
Sacramento Family Medical Center
ShoreTel Contact Center provides advanced reporting capabilities, including pre-built performance reports, easy-to-use customizable tools for supervisors, and a rich, open call detail interaction database that can be mined for business intelligence and analytics. Contact Center will generate real-time reports on call center activities as they are happening, as well as historical statistical reports for help in evaluating past activities and planning future activities. Alerts can be set up to indicate changing conditions or when thresholds are reached.
“Having these new capabilities enables us to better understand a situation with our patients, with vendors or partners or insurance. I have eight Contact Center reports emailed to me daily—the information is so valuable to enhancing how we run the clinics,” he adds.
Integrating with virtualization environments
One of the important requirements during vendor evaluations was ensuring that the VoIP platform selected would be compatible with SFMC’s pervasive virtualization environments running VMware on HP. “We have been an HP shop for quite a while. Now we can run the ShoreTel system from our virtual servers for fast, seamless connectivity and operation,” says Jenkins.
The ShoreTel platform is easily integrated with existing virtualized environments, for simplifying administration, reducing the costs of ownership, and improving business communications. ShoreTel’s open systems APIs and all-in-one solution help to ensure ease of use and integration with standard and custom applications, and VMware systems. And by deploying ShoreTel in
SFMC’s virtualized environment, the requirements for physical phone servers are diminished as are related power, cooling, and space demands.
From a cost savings perspective, Roland estimates a 14 percent reduction in training and installation expenses over a competitor’s system, and maintenance is anticipated to be 32 percent less over the next five years, compared with the previous maintenance plan for the Avaya PBX. Because the ShoreTel system is easy to use and manage, the current helpdesk/desktop support staff handles all moves, adds, and changes. With the ShoreTel implementation, the agency also eliminated more than 100 old lines and circuits, for another batch of long-term savings.
50 percent more calls are answered by a live person
SFMC is enjoying the prognosis for simple business IP communications and cost savings. Since deploying ShoreTel, the clinics are adeptly managing calls through the Contact Center to better serve the needs of patients. “Contact Center has allowed us to handle more calls, and at least 50 percent are being answered by a live person within a few moments so people are getting through faster to the right person. And the staff finds ShoreTel so much easier to use. Even the training was easy for them,” says Jenkins.
The corporation is benefitting from ShoreTel’s scalable architecture that allows SFMC to meet business growth needs without adding complications or costs. “The system supports our growth, as we add something like 1,600 new customers a month. ShoreTel allows us to handle the growth as we scale. I’m a data guy and don’t really like working with phone systems. But ShoreTel has been a breath of fresh air compared to managing the old system, and it runs on our HP virtual servers for excellent interoperability and cost savings,” he concludes.
“THE SYSTEM SUPPORTS OUR GROWTH, AS WE ADD SOMETHING LIKE 1,600 NEW CUSTOMERS A MONTH. SHORETEL ALLOWS US TO HANDLE THE GROWTH AS WE SCALE.”
- To accommodate relentless growth, while improving call services for patients, vendors, and staff, SFMC needed a more
flexible, feature-rich, and costefficient call center that would integrate with existing virtualized HP environments.
- ShoreTel provided the Sacramento Family Medical Center (SFMC) with ShoreTel Contact Center, ShoreTel Voice
Switches, ShoreTel IP Phones, and ShoreTel GSS Support.
- Lower TCO
- Improved customer service
- Seamless integration with HP and VMware
- Simpler administration