- Healthcare
- Europe
- Enterprise
- Hybrid
Customer Spotlight: Heilig Hart Hospital
Heilig Hart Hospital is a general hospital in Mol, Belgium, with 183 accredited beds, a large day hospital, and extensive consultation services. With around 10,000 inpatients and over 23,000 hospital patients per day every year, Heilig Hart’s approximate 750 employees, 100 doctors, and 30 volunteers work to provide patients with both basic services and highly specialized medicine. The hospital also collaborates with regional partners, including primary care providers, nursing homes, and university centers, and is a part of the Kempen Hospital Network.
At A Glance
Heilig Hart Hospital had an existing contact center but wanted to improve the efficiency of its IT support team and communication with employees without breaking the bank or having a lengthy implementation process. After evaluating options, they determined that investing in a solution with their pre-existing contact center would not be cost-effective. Additionally, the hospital had an existing Mitel MiVoice MX-ONE and wanted a solution with seamless, robust integration capabilities.
Goals
Heilig Hart needed a cost-effective, quick, efficient implementation with cloud-based functionality and easy integration with existing systems. The hospital aimed to optimize its communication processes with a minimalist low-code/no-code application.
Results
After consulting with their integrator and Mitel partner, Damovo Belgium, and meeting with the Mitel team, Heilig Hart decided to implement Mitel’s Workflow Studio, citing the direct contact with Mitel and Damovo’s expertise with Mitel’s solutions.
After a smooth integration process with the help of Damovo, Workflow Studio was utilized to accurately and quickly convert voicemail messages into text, which is essential for the hospital's support tool. The solution also enabled staff to respond more rapidly and efficiently to customer inquiries, increasing customer satisfaction.
The low-code/no-code approach allowed quick workflow implementation without extensive technical knowledge, saving significant time and resources. The service's cloud-based nature ensured scalability, and seamless integration with the Software Assurance of the hospital’s underlying Mitel telephony server guaranteed consistent and reliable operation within the existing system.
Additionally, Heilig Hart used MiVoice MX-One before implementing Workflow Studio, creating a hybrid UC infrastructure together. For years, Mitel’s mobile DECT solution has been a key component in the hospital’s system—a great choice for mission-critical environments such as emergency calls and assistance. Combining on-prem and cloud-based solutions delivered a tailored communications stack for Heilig Hart, balancing the control, customization, reliability, and security required to meet strict healthcare regulations and standards with the flexibility to adapt to new needs.
Mitel’s Workflow Studio has helped Heilig Hart optimize its communication processes and improve support team efficiency, meeting their unique needs while reducing costs. The team expressed that Mitel’s workflow tools will enable the hospital to offer even more services, with staff providing quick and accurate patient assistance.
“We could have addressed this need with our existing contact center, but that would have required a very high investment. Mitel’s Workflow Studio offered a cost-effective solution for the same specific need.”
Benjamin Peeters, IT Director, Heilig Hart Hospital Mol
