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Boston Baskin Cancer Foundation Case Study

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Case Studies

ShoreTel’s Unified Communication VoIP phone solution helps the Boston Baskin Cancer Foundation elevate the level of patient care

3Com system was continually crashing

With the inability to conference, page, or route calls to accommodate special needs, patient care was affected by the unreliable and poorly performing 3Com system. Lack of voicemail also impeded communication.

Backup auto attendant, mobility, and voicemail were mandatory to raise the level of customer care

Jared Baker, director of IT at the Boston Baskin Cancer Foundation, was responsible for telephony at the health care provider’s multiple clinics and offices. With a 3Com system that was no longer viable, and a deterrent to patient care, Baker needed a new solution as quickly as possible. Given his successful ShoreTel experience at another company, he considered ShoreTel the best possible option.

“After directing a ShoreTel installation for the Memphis Orthopedic Group, I’m a huge fan of ShoreTel and its functionality. Everything works right out of the box and it’s easy to administer at the local level. You don’t have to call in an expensive third party for every move, add, or change. I didn’t even spec out any other systems. I immediately knew we were putting a ShoreTel Unified Communications system in, and it was just a matter of finding the right ShoreTel partner,” says Baker.

The list of mandatory features included system and voicemail redundancy, a backup auto attendant, and mobility. To quickly locate the appropriate medical personnel, ShoreTel Mobility was critical. When patients call and need to talk with their doctor or nurse, they need to be located, even if they’re not at a desk. In addition, the ability to display the Boston Baskin caller ID, even on personal cell phones, has resulted in less phone tag and more patients answering the phone the first time around.

“Now when doctors or nurses call, the caller ID states Boston Baskin, and patients can see that it’s their doctor’s office calling. Those calls are a lot less likely to go to voicemail, and connecting quickly is increasing patient care. We love ShoreTel Mobility,” explains Baker.

ShoreTel’s the cure for practitioners who need to make the rounds

With clinics in three states, medical staff are often on the road and difficult to contact. For example, on any given day, Doctor Ratliss’ nurse could be at the Southhaven, Mississippi branch. Prior to the ShoreTel Unified Communications deployment, locating her would involve calling Southhaven’s front desk and sending someone to track her down. With ShoreTel, the nurse can log in at any desk using her regular extension number. No one needs to know where she is; they just dial her extension and it rings wherever she’s sitting.

“ShoreTel has enhanced patient care by enabling rotating doctors and nurses to log in and pull up their phone. The same scenario applies to my IT department. If I’m not at my desk my cell phone rings automatically,” says Baker. “IT support has increased because I can be reached immediately. The ability to take a doctor’s phone and turn it into a ShoreTel device, dial extensions, and check company voicemail from a cell phone is awesome.”

“SHORETEL HAS ENHANCED PATIENT CARE BY ENABLING ROTATING DOCTORS AND NURSES TO LOG IN AND PULL UP THEIR PHONE. THE SAME SCENARIO APPLIES TO MY IT DEPARTMENT. IT SUPPORT HAS INCREASED BECAUSE I CAN BE REACHED IMMEDIATELY. THE ABILITY TO TAKE A DOCTOR’S PHONE AND TURN IT INTO A SHORETEL DEVICE, DIAL EXTENSIONS, AND CHECK COMPANY VOICEMAIL FROM A CELL PHONE IS AWESOME.”

Jared Baker, Director of IT
Boston Baskin Cancer Foundation

Simplicity and bundled features offer Boston Baskin flexibility and cost savings

ShoreTel’s ease of management is saving Boston Baskin both time and money. Rather than hiring a service and relying on vendors or specialists, the IT department can program the auto attendant. To prepare for a new patient, IT logs in and makes changes to the auto attendant so the patient phone calls are routed to the right person.

“With more complicated phone systems, you couldn’t make any changes yourself. You’d have to hire somebody. We wanted to make sure prescription medication requests were immediately handled. Having that flexibility improves patient care,” explains Baker.

ShoreTel’s bundled features have also resulted in a lower TCO. “With other products you get a phone and a handset. If you want conferencing, that’s extra. If you want visual voicemail, that’s extra. The ShoreTel Communicator software is free. You don’t have to buy a license, and my users love it,” says Baker. I can’t think of another system I would recommend as highly. ShoreTel gives you a lot more out of the box than any other company. The hardware is simple. The configuration is simple and the administration is a breeze.”

“I CAN’T THINK OF ANOTHER SYSTEM I WOULD RECOMMEND AS HIGHLY. SHORETEL GIVES YOU A LOT MORE OUT OF THE BOX THAN ANY OTHER COMPANY. THE HARDWARE IS SIMPLE. THE CONFIGURATION IS SIMPLE AND THE ADMINISTRATION IS A BREEZE.”

CHALLENGE:

  • The foundation’s 18-year-old 3Com system was no longer supported, and lacked basic routing, paging, conferencing, and voicemail features, which was affecting patient care. Business continuity was also at risk.

SOLUTION:

  • Boston Baskin Cancer Foundation replaced its entire telecommunications system with ShoreTel’s VoIP business phone system, including 268 phones and ShoreTel Mobility.

BENEFITS:

  • Redundancy ensures business continuity
  • Mobility and ability to assign extensions
  • Easy to manage in-house
  • Increased productivity in all departments