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Kids Plus Pediatrics Case Study

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Unbeatable value and robust features made ShoreTel Connect ONSITE just what the doctor ordered

Upgraded from a previous ShoreTel system to ShoreTel Connect ONSITE

Prior to ShoreTel, Kids Plus Pediatrics had an aging phone system that lacked modern telephony features, which prevented the organization from implementing a quality-of-service program. KPP then moved to a ShoreTel on-premises solution before deciding to deploy ShoreTel Connect ONSITE to gain even greater financial returns, line of business (LOB) integration, and the lowest TCO.

A reporting system that provided better insight into appropriate staffing levels and could handle future expansion

Kids Plus Pediatrics (KPP) has three locations and nearly 100 employees. When the organization wanted to expand, it needed a system capable of supporting additional locations. “When we were considering transitioning to a newer phone system, the most important requirement was scalability. We went from one office to two offices in the period of about a decade. The following year we opened up another office and there's a good chance that we'll be opening a fourth,” says Christian Lowry, chief information director at Kids Plus Pediatrics.

According to Albert Wolfe, chief financial officer and pediatrician at Kids Plus Pediatrics, the organization also needed better insight into appropriate staffing levels and to improve internal communications. With no metrics on call volume or insight into the number of calls in the queue, KPP had a hard time coordinating, triaging, and staffing. 

During the due-diligence phase, the team discovered that ShoreTel Connect ONSITE had the most features on KPP’s wish list. After running a litany of numbers and comparing ShoreTel Connect ONSITE to other vendors, the service wound up having the lowest TCO of all of them. In fact, KPP anticipates that ShoreTel Connect ONSITE will save the practice about 10 percent over five years compared to Microsoft Skype for Business, Avaya, and Cisco solutions.

Impressed with ShoreTel Connect ONSITE, KPP seized the opportunity to retool its entire infrastructure. The organization changed data center providers, phone carriers, and the entire in-house server infrastructure.

“When we were considering phone options, ShoreTel had a great reputation. It was the system that we were confident could meet our needs now and into the future. The functionality that ShoreTel Connect ONSITE offered was more robust than anything we’ve ever seen,” explains Todd Wolynn, chief executive officer at Kids Plus Pediatrics.

“There were a few things that reinforced our decision to choose ShoreTel Connect ONSITE. We were one of the ShoreTel Connect beta testers and were very impressed with the product. Plus, the value was unbeatable. Compared to the competitors, ShoreTel Connect ONSITE pricing was significantly better. We were also impressed with ShoreTel’s customer service,” says Wolfe.

“WHEN WE WERE CONSIDERING PHONE OPTIONS, SHORETEL HAD A GREAT REPUTATION. IT WAS THE SYSTEM THAT WE WERE CONFIDENT COULD MEET OUR NEEDS NOW AND INTO THE FUTURE. THE FUNCTIONALITY THAT SHORETEL CONNECT ONSITE OFFERED WAS MORE ROBUST THAN ANYTHING WE’VE EVER SEEN.”

Todd Wolynn, Chief Executive Officer
Kids Plus Pediatrics

“When I first learned about ShoreTel Connect ONSITE, it seemed as though it would be a much better fit for our organization than what the other competitors offered. The price point was notably lower. The feature set and intuitive interface has what we need now to improve the quality of care and what we will require when we expand down the road,” says Lowry.

ShoreTel Connect ONSITE’s intuitive interface and reporting tools cure KPP’s communication ills

From implementation to easy-to-use features, ShoreTel Connect ONSITE has exceeded expectations. The ShoreTel Connect ONSITE deployment was seamless. KPP worked with ShoreTel’s in-house implementation team to determine needed configuration aspects.

“What I appreciate most about the ShoreTel Connect ONSITE system is its intuitiveness. It's simple and that makes my life much easier. The reporting and queue time management capabilities allow us to see how many people are in the call queue, how long they've been waiting, and what the average wait time is for that day,” explains Lowry. “Having access to this information has enabled me to start vetting recordings for our quality of care initiatives.”

“I ANTICIPATE SHORETEL CONNECT ONSITE WILL HELP US CONTINUE TO IMPROVE OUR PATIENT QUALITY OF CARE AND OUR PATIENT EXPERIENCE BY ENSURING THAT WE HAVE THE MEANS OF CREATING NECESSARY METRICS. I WOULD DESCRIBE SHORETEL CONNECT ONSITE AS INTUITIVE, MAGICAL, AND SIMPLE.”

Christian Lowry, Chief Information Director
Kids Plus Pediatrics

“With ShoreTel Connect ONSITE, we now tie in our existing business intelligence tools with our phone system and our staff can obtain the information they're looking for without my involvement. Once I set it up, our employees can take it from there,” says Lowry.

ShoreTel Connect ONSITE reporting also helps KPP elevate its patient experience. With the ability to track phone call volume and identify peak call times, the organization has realized huge staffing efficiencies.

“As a CFO, I appreciate the ability to monitor and to optimize our workflow. We're able to take a busy division like triage and now have up-to-date, up-to-the-minute analytics on call volume, productivity, and wait times,” explains Wolfe. “When we have a sudden spike in phone calls, we can immediately bring in staff to man the phones and take calls. Once the call volume settles back down, they can be reassigned to other duties. Now we can adjust our staffing to meet variable demands, which we never had the ability to do before.”

ShoreTel Mobility enhances inter-office productivity

KPP now uses the ShoreTel Mobility application to solve the challenge of tracking down personnel in three locations. Now employees can dial an extension and the person assigned to that extension has the ability to answer from his or her mobile phone.

“As the CEO, I have to travel between three offices, so having a fixed phone on my desk doesn't really meet all of my needs. I really was hesitant to call people back on my personal mobile phone and reveal my number. The fact that I can use the ShoreTel Mobility app to have my phone extension go with me wherever I go is ideal,” explains Wolynn.

ShoreTel Connect ONSITE conferencing offers a better way to train, communicate, and improve HIPAA compliance

KPP has discovered unanticipated uses for the ShoreTel Connect ONSITE conferencing feature. For one, it has improved the training process. Now KPP can record training sessions and distribute the videos to onboarding staff and existing staff who may need a refresher. The organization also uses ShoreTel Connect ONSITE conferencing to communicate among its three offices and handle Web conferences with vendors.

The conferencing feature also helps KPP support HIPAA compliance. With full access to the entire call history database, the ability to write custom reports and easily distribute data to supervisors and directors, ShoreTel Connect ONSITE helps KPP meet compliance mandates.

“IF SOMEONE WERE TO ASK ME ABOUT SHORETEL, I WOULD TELL THEM THE SYSTEM HAS ALLOWED US TO PROVIDE EXCEPTIONAL CARE WITH EXCEPTIONAL EFFICIENCY AT AN EXCEPTIONALLY LOW COST.”

Albert Wolfe, Chief Financial Officer and Pediatrician
Kids Plus Pediatrics

ShoreTel Connect ONSITE: intuitive, magical, simple

“Going forward with ShoreTel, we feel we've really just scratched the surface. The system has a lot of other data and analytics features that we are learning. We are in the process of redesigning our workflow, so we will be even more efficient and more effective. If someone were to ask me about ShoreTel, I would tell them the system has allowed us to provide exceptional care with exceptional efficiency at an exceptionally low cost,” says Wolfe.

“AS A CFO, I APPRECIATE THE ABILITY TO MONITOR AND TO OPTIMIZE OUR WORKFLOW. WE’RE ABLE TO TAKE A BUSY DIVISION LIKE TRIAGE AND NOW HAVE UP-TO-DATE, UP-TOTHE- MINUTE ANALYTICS ON CALL VOLUME,
PRODUCTIVITY, AND WAIT TIMES. NOW WE CAN ADJUST OUR STAFFING TO MEET VARIABLE DEMANDS, WHICH WE NEVER HAD THE ABILITY TO DO BEFORE.”

“I anticipate ShoreTel Connect ONSITE will help us continue to improve our patient quality of care and our patient experience by ensuring that we have the means of creating necessary metrics,” concludes Lowry. “I would describe ShoreTel Connect ONSITE as intuitive, magical, and simple.”

CHALLENGE:

  • Find a new phone system that connects and enables the three Kids Plus Pediatrics (KPP) offices to use IP telephony technology to improve the way they practice medicine.

SOLUTION:

  • Kids Plus Pediatrics deployed ShoreTel Connect ONSITE, which offers robust system features that are exceptionally user-friendly. ShoreTel Connect ONSITE also offered KPP the lowest total cost of ownership of any on-premises system.

BENEFITS:

  • Exceptional user experience
  • Robust system and reporting features
  • Enhanced communication via Mobility
  • Lowest total cost of ownership
  • HIPAA-compliant video conferencing
  • Outstanding customer service and support