Prima Clinics

Before investing in their communications, Prima struggled with call management and call volume. The clinics had no contact center; receptionists had to field mass amounts of incoming calls and do all follow-up calls with cell phones. This issue compounded when Prima began to gain even more clients through social media attention. Although the marketing success was good for business growth, it led to a busy appointment scheduling process, with receptionists using up to three phones apiece to manage calls.

Prima Clinics needed a call center solution to replace their old receptionist method, handle the call volume required from the business’s growth, and support their staff. They required a quick and easy deployment, call reporting, call-back features, and automation capabilities to enhance customer satisfaction and efficiency.

After shopping for call center options locally, Prima realized a robust all-in-one contact center solution was crucial. They chose Mitel due to after-sales service and support from a local Mitel partner, capitalizing on a local MiContact Center (MiCC) promotion.

A week into the solution deployment, all calls to the clinic had been diverted from old phones to the new contact center number. Prima is now receiving and successfully managing around 500 calls per day per branch, with all calls being genuine current, new, or potential customers.

Besides solving their issues with high call volume and management, MiCC and Mitel Interaction Recording (MIR) Insights have helped Prima with efficiency and customer experience. With call reports indicating that most clients called more than once, the clinic implemented a call-back feature and generated automated call features.

Prima Clinics has expressed that Mitel’s contact center solution has allowed them to build a new client base and successfully convert many more leads into customers. Before, Prima felt it was challenging to attract and secure new clients unless they visited the clinic in person. Now, their contact center solution gives them the tools to confidently and efficiently engage with potential customers through the phone alone, and their client base has grown and diversified as a result.