Customer Success Story: MedQuist
“The Mitel Teleworker Solution and MiCollab applications have enabled us to interact with our employees, monitor their progress, and maintain cohesive communications. Integration with MiCollab gives us and our employees a virtual and visual presence and availability at all times, and it even allowed us to dramatically reduce our real estate costs.” — Lauren Johansson, Manager of IP Telephony Services, MedQuist, Inc.
MedQuist is the world’s largest medical transcription company. Founded in 1970, it’s based in Mt. Laurel, New Jersey, with two other large offices in Georgia. The company employs more than 8,000 medical transcriptionists (MTs), all of whom work from home, as well as 3,000 corporate employees nationwide.
As MedQuist grew, so did their communication costs. The company had 130 service centers; multiple accounts, billing, contacts and escalation points; disparate communication systems; ballooning structural cabling costs and rising real-estate expenses. Their legacy communication system had becoming difficult to manage and the bottom line was suffering. The company needed to make a change—both to its culture and to its communication architecture.
To address their challenges, MedQuist looked beyond conventional systems—selecting the Mitel Teleworker Solution and MiCollab. This approach would help the company save money in several ways—by reducing the real estate costs associated with remote offices in favor of teleworkers operating from home; by retaining quality staff, who work more efficiently and effectively; and by cutting hardware costs by eliminating much of the need for expensive, inflexible communication systems.
With Mitel, MedQuist was able to migrate to the latest IP-enabled business communication solutions while continuing to leverage their legacy communication investment. The company closed 40 remote offices in a 60-day window, but it was essential they kept those employees working with minimum down time. They were able to deploy 1,000 IP phones with the latest teleworking capabilities within tight schedules—20 percent in a single day.
Since deployment, MedQuist has grown from a 100-seat contact center to 300 seats, and they’re still growing. They began the process with 50 teleworker agents, but now there are over 1,000—with plans to deploy another 500. There used to be more than 150 published numbers for customers to call MedQuist. Today, there are only 15. MedQuist also enjoys the benefits of Mitel’s nationwide IP-based ACD reporting package, which includes a single integrated service and support panel for simplified monitoring and management. MedQuist is now able to focus on its core business without worrying about expensive and unreliable communication systems. The company continues to grow at a solid pace while holding the line on overall costs.
“This solution has proven that it was the best decision for MedQuist and was clearly the right way to go,” said Lauren Johansson, Manager of IP Telephony Services, MedQuist, Inc.
See the Case Study http://www.mitel.com/sites/default/files/attachments/MedQuist.pdf
Explore the benefits of MiCollab http://www.mitel.com/products/micollab-business-solutions
Learn more about the Mitel Teleworker Solution http://www.mitel.com/product-service/mitel-teleworker-solution
Read about more Mitel customer successes http://www.mitel.com/customers