Customer Snapshot: La Citadelle Regional Hospital

By the Experts at Mitel

“Mitel developed a user-friendly solution that makes call handling and appointments more transparent. It’s crucial to reduce as much as possible the threshold of access to medical care. In this perspective, Mitel’s technology helps us.”

- Nathalie Duliba, Supervision Manager, La Citadelle Regional Hospital

 

Company:

  • One of the largest hospitals in the Wallonia region
  • 1,036 beds, 5 locations, 3,450 employees and over 400 physicians
  • More than 10,000 patients and 700,000 calls per year

 

Requirements:

  • Reduced inpatient/outpatient missed appointments
  • Improved appointment booking efficiency
  • Ability to handle increased call volumes without increasing the number of agents
  • Reduced wait time for callers; improved customer service

 

Solution:

  • MiVoice MX-ONE
  • MiContact Center Enterprise
  • Mitel OneBox Unified Messaging
  • More than 1,300 DECT handsets

 

Results:

  • Dramatic decrease in missed appointments and customer complaints
  • Reduced customer wait time and new services, such as call-back and SMS alerts
  • Despite incoming calls up 30%, enquiries are handled more efficiently with the same number of agents
  • Extended reach to new customers due to easily accessible online appointment booking
  • Improvements to internal organization from reporting and presence management