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Connection Direction Helps Regional Healthcare System Transitions to the Cloud ​​

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June 6th, 2023​​​​​​​

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Background

A regional healthcare systems provider, dedicated to offering the best patient care experience, faced challenges with their outdated on-premise phone system. The organization identified inefficiencies in their contact center and phone system, including high costs, unmet requirements, and challenging management processes. Consequently, the healthcare provider aimed to transform their operations with a customized cloud solution. We begin by evaluating your current operational state to develop a tailored roadmap aligned with your organizational objectives. 

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Challenges

• Outdated On-Premise Solution: The current legacy system is not up to the modern standards.

• Scalability Issues: The system cannot handle increasing call volumes efficently

• Integration Limitations: The current system lacked integrations with MS Teams and Epic

• Remote Work Support: There was a huge need to enable agents to work from anywhere.

• Standalone self-service

• Lack of workforce management

• Antiquated quality management

• Antiquated outbound communications

• Lack of member journey mapping

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Solutions

Connection Direction conducted a comprehensive assessment of the healthcare provider's communication needs, business goals, and IT infrastructure. Through a collaborative process, Connection Direction recommended and facilitated the transition to a cloud-based communication system. This strategic shift to the cloud underscored several benefits, including cost savings, scalability, flexibility, and enhanced communication capabilities. Seamless integration with EHR EPIC system that was not present before. Implemented AI-driven analytics and reporting, leading to better decision-making and resource allocation. Seamless integration into their CRM system, allowing agents to access patient information quickly and correctly.​​​​​​​​

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Results​​​​

• Expanded Functionality and Integration

The Health System gained access to advanced features and tools, empowering communication capabilities and enabling more efficient collaboration. This integration ecosystem enhanced productivity, workflow efficiency, and overall business performance.

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• Streamlined Management

​The transition to the cloud-based solution provided the healthcare provider with a more manageable phone and contact center system. This upgrade streamlined administration by integrating both communication platforms into a single, centralized system, making it easier to oversee and manage.

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The cloud-based contact center system introduced advanced features such as automated call routing, real-time analytics, and improved patient interaction tracking. These enhancements allowed for more efficient handling of patient inquiries and support requests, ensuring quicker response times and higher satisfaction levels.

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Centralized control of both the phone and contact center systems facilitated better coordination among departments and improved communication flow. Simplified processes, such as unified messaging and automated workflows, reduced the administrative burden on staff, allowing them to focus more on patient care. Overall, the integration of a cloud-based phone and contact center system resulted in increased operational efficiency, improved patient interactions, and a more cohesive communication strategy for the healthcare provider.

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• Significant Financial Savings

The transition to the cloud-based communication system led to substantial cost savings for the healthcare provider by optimizing their communication expenses and eliminating unnecessary overhead. By moving away from costly on-premise phone systems to a more efficient cloud-based solution, the organization reduced their hardware maintenance and operational costs.

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The new cloud-based system's scalability allowed the healthcare provider to adjust their communication resources according to their needs without incurring significant additional expenses. This flexibility meant they could efficiently manage their budget by scaling up or down based on demand, ensuring they only paid for the services they used.

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The improved management and streamlined processes contributed to a reduction in administrative overhead. Centralized control and simplified administration meant less time spent on system maintenance and troubleshooting, freeing up staff to focus on more critical tasks. This efficiency translated into better resource allocation and reduced labor costs.​​​​​​​

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Value and Metrics Impact

• Increased NPS first year by 18%

• Reduced operating expenses 23% annually

• Increased productivity for members services by 31%

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Conclusion

Overall, the migration to the cloud-based solution not only provided immediate financial relief through cost savings but also positioned the healthcare provider for long-term financial stability and growth. The combined benefits of reduced expenses, increased operational efficiency, and enhanced performance significantly bolstered the organization's profitability and sustainability. It improved patient experience, provided greater flexibility for the workforce, and resulted in substantial costs savings. This case study exemplifies the real lift benefits of how we help our clients adopting cloud technolgy in the heathcare sector.

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