Founded in 2000 in Towson, Maryland, Pivot Health Solutions (formerly known as Pivot Physical Therapy) serves patients in 280 locations throughout the East Coast. Originally providing physical therapy and sports medicine, Pivot Health expanded its services to provide other treatments like occupational therapy, sports training, and more. The company also runs an extensive sports medicine network for over 50 scholastic athletic departments, providing sports training and other services to children enrolled in local schools.
The company has experienced significant growth since its founding, fueled in part by acquisitions of smaller businesses with common philosophies and goals. This strategy, if not managed appropriately, could have resulted in a highly fragmented, inefficient organization and a confusing assortment of customer-facing personas.
To prevent this occurring, the Pivot executive team launched multiple initiatives to ensure that newly acquired companies quickly became assimilated into the existing environment. Senior managers had recognized the critical role played by the company’s communications system in helping present a consistent look and feel to customers. Bryan Simms, manager of IT for Pivot Health Services, recalled, “As soon as I came on board, I was immediately tasked with completing the implementation of 8x8 Virtual Office to our first 120 locations.”
8x8 Virtual Office is a powerful cloud-based business communications system that enables Pivot personnel to deliver a unified customer experience from any of its hundreds of locations. Prior to 8x8, each clinic autonomously used whatever was offered by the local telephone provider. Simms described: “There was no easy communication path between locations and it was difficult to coordinate communications centrally or maintain directories. On top of this, trying to individually manage numerous billing contracts created massive overhead. The trajectory we were on was rapidly becoming untenable for my team.”
