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medquist

As MedQuist grew, so did their communications and real estate costs. With 130 service centers, multiple accounts and billing, contacts and escalation points, disparate communications systems, structural cabling costs, and real-estate expenses, the company’s legacy communications system was becoming difficult to manage and its bottom line was suffering.
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MedQuist needed to identify where the greatest cost savings could be realized, short of adjusting their work force. A new, long-range strategy had to be created to meet the growing needs of their customers without opening more service centers and accumulating real estate costs. The company wanted to attract the most qualified employees regardless of whether they lived near a service center.

“The Mitel Teleworker Solution and UC Advanced applications have enabled us to interact with our employees, monitor their progress, and maintain cohesive communications,” Lauren Johansson Manager of IP Telephony Services MedQuist. “Integration with US Advanced 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.”


Goals
  • Lower overhead costs 
  • Retain knowledge workers 
  • Improve communications among all employees nationwide 
  • Easy-to-use, scalable system which can be managed via a single interface at any of the three corporate offices
Results
  • Ability to hire additional knowledge workers without acquiring real estate and overhead costs 
  • Agents can work from remote locations 
  • Reduced number of published customer service phone numbers from 150 to 15

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