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Raleigh Medical Group Case Study

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Case Studies

Raleigh Medical Group discovers that ShoreTel is the prescription for reducing TCO and improving patient customer service

Legacy system needed to be replaced

Raleigh Medical Group was using a traditional Avaya TDM phone system that was not easy or affordable to maintain.

Flexible and easy to maintain in-house

As a healthcare provider, Raleigh Medical Group needed flexibility and ease of use that would allow it to make changes to its own phone system, without calling in an outside firm during call spikes to balance the load.

Raleigh Medical Group turned to the organization’s managed services technology partner, which introduced ShoreTel solutions for consideration.

“It came down to a choice between buying the old Avaya system we’d been leasing or buying a new ShoreTel system,” says Cynthia Cox, practice administrator for Raleigh Medical Group. After placing priority on flexibility and the ability to manage the system in-house, the organization decided on ShoreTel.

ShoreTel offers a lower cost of ownership

ShoreTel provided Raleigh Medical Group with ShoreTel Voice Switches and ShoreTel IP Phones. The design took about three weeks and the rollout and installation to switchover took another three. Employee training took virtually no time. “For over
200 users to be up and running within a few days of a new voice deployment far exceeds any expectations we had. ShoreTel made it a smooth transition,” explains Cox.

“The ShoreTel system is far more cost-effective for the advanced technology we were getting,” adds Cox. “It gave us the flexibility and the ability to maintain the system ourselves without having to turn to an outside vendor to support the system, which can be a cumbersome and expensive process.”

Raleigh Medical Group is also saving money because of ShoreTel’s trunk utilization features, because it can make better use of the three T1s it has for inbound and outbound calls.

Flexibility for peace of mind

Whenever various severe weather events occur or drug recalls are announced, there are significant spikes in call volume at Raleigh Medical Group. With the flexibility built into the ShoreTel system, Raleigh Medical Group administrators can take all of that traffic and distribute it evenly across its three buildings. The majority of those calls are answered by staff rather than going to voicemail.

“The last thing you want is voicemail when you have an urgent question during a crisis period,” says Cox. “With the old system, we were unable to fully utilize our circuits to handle the increased volume of calls. By better utilizing our existing telco circuits and the ShoreTel solution, we can now seamlessly handle traffic spikes occurring from flu season, severe weather events, or drug recalls.”

Improving patient customer service

Raleigh Medical Group is using ShoreTel Communicator for its operators and receptionists. ShoreTel Communicator is a flexible and powerful tool for managing calls and providing unmatched customer service, giving Raleigh Medical Group operators an extraordinary amount of knowledge about each caller and the history of each call. ShoreTel’s workgroup, which is being used for
Raleigh Medical Group operators who answer patient calls, provides a number of powerful features. Workgroup offers voice call routing that consolidates calls to one number. When the next available operator picks up a call, he or she becomes ineligible for another call, and subsequent calls are distributed to the next operator, and so on.

“WE WANT THE ABILITY TO ANSWER EVERY ONE OF THE CALLS INTO RALEIGH MEDICAL GROUP BY A
HUMAN BEING. THE MORE EFFICIENCY YOU PROVIDE FOR PATIENTS, THE BETTER THE CARE THEY RECEIVE.”

Cynthia Cox, Practice Administrator
Raleigh Medical Group

“We want the ability to answer every one of the calls into Raleigh Medical Group by a human being. The more efficiency you provide for patients, the better the care they receive,” says Cox. “Our operators are able to do that with ShoreTel, as well as handle more call volume, too.”

User Appreciation

Raleigh Medical Group’s ShoreTel IP Phones are high-quality desktop telephones preconfigured with intuitive, menu-based access to popular ShoreTel features and applications, as well as plug-and-play installation.

“Our employees love the phones,” states Cox. “It wasn’t a hard sell for them—they’re powerful telephones. Features allow them to instantly route calls to another operator if they are particularly busy or if it is time for their lunch break.”

ShoreTel Communicator also gives Raleigh Medical Group employees complete control of their calls. With a click of a mouse, a user can manage calls, set up conferences, and play or forward a voicemail message. Additionally, when the caller ID matches the number of one of the user’s Outlook contacts, the matching name is found and displayed automatically. Tight integration with
Microsoft Outlook also means numbers can be dialed with the click of a mouse, conferencing can be deployed by clicking on the names of the parties involved, and intuitive menus guide users through other popular features.

ShoreTel provides tremendous cost savings and a rapid ROI

Cox estimates a savings of at least $1,500 per month on lease costs and support of the old system alone. The non-monetary gains have been the ease of use and intuitiveness of the system.

Raleigh Medical Group appreciates the thorough and easy-to-use reports the ShoreTel system provides. “With the Avaya system, we were supposed to get call detail reporting, but it never worked,” says Cox. “With ShoreTel, we know how many calls we get every day so we can make systematic changes accordingly, or simply make day-to-day configuration changes to ensure calls are distributed evenly across sites and operators.”

Raleigh Medical Group is very happy with its new ShoreTel system, reaping feature and cost-savings benefits, and the organization anticipates even more advantages. “We look forward to measuring 100 percent call answering, and we don’t doubt it will happen with ShoreTel,” concludes Cox. “There are so many ways this has improved our business and the lives of our employees. We look forward to more new features and to working further with ShoreTel.”

“THERE ARE SO MANY WAYS THIS HAS IMPROVED OUR BUSINESS AND THE LIVES OF OUR EMPLOYEES. WE LOOK FORWARD TO MORE NEW FEATURES AND TO WORKING FURTHER WITH SHORETEL.”

 

CHALLENGE:

  • Raleigh Medical Group needed to update its obsolete, expensive-to-maintain traditional phone system with a flexible and reliable solution that offered lower system management costs.

SOLUTION:

  • ShoreTel provided Raleigh Medical Group with a complete ShoreTel IP-based telephony system, including voice switches and telephones.

BENEFITS:

  • Greater flexibility
  • Reduced dependence on thirdparty services
  • Cost savings
  • Lower cost of ownership