Case Study
City View Surgical Associates
Background
City View Surgical Associates reached out to us in 2023 to explore options for upgrading their phone system. They were using an outdated Norstar system that no longer met their operational needs. The primary challenges they faced included:
- System limitations: The Norstar system could not support the additional lines they required.
- Inefficiency: The outdated technology hindered their ability to manage calls effectively.
The practice required a modern communication solution to meet their growing demands and improve patient interactions.
The Solution Journey
Initial recommendation: NEC SV9100
In January 2024, we provided City View Surgical Associates with a quote for the NEC SV9100, a traditional on-premise phone system.
This solution promised: The ability to support more lines. Reliable communication features to streamline clinic operations.
Market Change and Adaptation
By June 2024, when the client was ready to move forward, NEC announced its exit from the on-premise phone system market. Recognizing the need for a long-term, scalable solution, we recommended Wildix, a cutting-edge, cloud-based unified communication platform.
Wildix: A Tailored Solution for Healthcare
We introduced Wildix to City View Surgical Associates as a flexible, cost-effective, and locally supported solution that perfectly matched their requirements. Key features of Wildix included:
Call queues
Essential for managing high call volumes efficiently, ensuring patients receive timely responses.
Mobile integration
Physicians can make calls using the Wildix app on their personal cell phones, masking their number so patients only see the clinic’s caller ID.
Scalability
The system is future-ready, with the ability to grow as their practice expands.
Enhanced security
HIPAA-compliant features for secure patient communication.
Implementation and Outcome
Our team worked closely with City View Surgical Associates to transition them to the Wildix platform. The process was smooth, with minimal disruption to their daily operations.
Key Outcomes
Improved call handling
The call queue feature streamlined patient communication, reducing wait times and enhancing overall efficiency. While managing call queues directly from the handset initially posed some challenges, targeted training on the Web Phone resolved these issues leaving the team extremely satisfied with the system’s functionality.
Increased flexibility
Physicians appreciated the ability to stay connected via the Wildix app while maintaining their privacy.
Local support
Staff now receives quick, knowledgeable assistance, eliminating the frustrations of their previous system.
Future-ready infrastructure
The cloud-based system ensures scalability and long-term reliability.
Conclusion
City View Surgical Associates successfully transitioned from an outdated system to a modern communication solution that enhances both patient and staff experiences. Wildix’s advanced features and seamless integration have empowered their practice to operate more efficiently while maintaining the highest standards of care.