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Center for Sports Medicine and Orthopaedics

When thinking of a digital transformation, typically the expectation is for a gradual journey. But for the Center for Sports Medicine and Orthopaedics, the change happened overnight. For them, the COVID-19 pandemic of 2020 not only radically changed life as they knew it, but also set the stage to discover the benefits of remote working at its best.

While eagerly anticipating a much-needed upgrade to Mitel cloud-based communications, the Center for Sports Medicine and Orthopaedics ran into an unexpected snag. The COVID-19 pandemic halted all plans for implementation and forced the entire practice home. Taking a chance, they cut over to the Mitel system anyway and experienced a total transformation in their communications.

"The pandemic wasn’t even on our radar, but the timing couldn’t have been better. We would have never been able to send our employees home without the Mitel solution in place.”
- Becky Farmer, CEO of Center for Sports Medicine and Orthopaedics

    GOALS
    • Update business communications with greater capacity and better maintenance and administration
    • Obtain more sophisticated reports and analytics for call center efficiency
    RESULTS
    • Optimized schedules and improved wait times for callers due to rich Mitel reporting and analytics
    • Pure business continuity with no downtime for cutover during pandemic lockdown
    • Dramatic improvement in remote working capabilities for entire practice
    • Better ease of use thanks to seamless integration
    • Improved employee satisfaction due to providing each with more capabilities and the freedom to work seamlessly from anywhere

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