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North America Healthcare Enterprise Premise

At A Glance

SCOI has been a Mitel customer for over 20 years. Before optimizing its Mitel system, SCOI faced significant communication challenges. Patients would get stuck in the menu tree, no call center solutions to track calls, inconsistent voicemail, and the Private Branch Exchange (PBX) system and Recorded Announcement Devices (RADs) malfunctioned. The overhead paging system was set up incorrectly, and the poor communication setup also impacted patient satisfaction and operational efficiency. This was more challenging because their previous technology partner did not understand how to meet SCOI’s communications needs.

The SCOI team had no idea how many calls were made to the various offices and where to allocate staff. Many calls were received only to be dropped or lost, and messages were not returned, so patients missed the proper attention needed to help them before and after surgical procedures.

Goals

It was clear that the SCOI needed to update its communications system. A robust solution was required to streamline their communication processes, improve patient call handling, and ensure a reliable voicemail and paging system. At the same time, they wanted the easiest path for upgrading and adopting the new solutions.

Results

Despite considering other platforms, SCOI chose to stay with Mitel because of the excellent service provided by a team of technicians from a local partner, who made the case and found the right Mitel solutions for SCOI.

The organization’s communications leveled up overnight. Thanks to Mitel’s auto-attendant system, SCOI patient call handling improved. Operational efficiency increased due to the contact center updates, reliable voicemail, and call recording system. Transitioning from Data Network Identification Code (DNIC) to Voice over Internet Protocol (VoIP) and implementing the Mitel platform provided resiliency. Other improvements were noted, including better patient satisfaction and streamlined communication processes. The partner provided thorough explanations and training, ensuring a successful project.

The next step in SCOI’s communications journey is upgrading its Mitel end-of-life solutions to future-ready Mitel products with its technology partner’s expert assistance.

Implementing Mitel's auto attendant, contact center, voicemail, and call recording systems has transformed our operations. We can now handle patient calls efficiently and ensure no missed messages.

- Joe-Anne McCormick, Telecom Specialist, SCOI

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