The Challenge: Replacing an aging system at end of life
The health clinic has been a staple in regional health centers since 1978, with over 40 clinics across Washington and Oregon. To support those locations, the organization had been running an on-premises communications system. However, the aging system was reaching end of life and was unable to integrate with the clinic’s Epic electronic health record (EHR) system. This impacted the patient experience, hindered growth, and could not support modern patient engagement.
The company contacted its telecom partner, Renodis, for assistance with finding a new communications solution. The Renodis team truly understood the end goal: the clinic needed a single, robust solution that could work across all locations.
Renodis presented several UC and CC providers as options for the health center. After careful evaluation, they selected 8x8 because it was the most complete solution for unified communications and contact centers. In addition, 8x8’s experience servicing similar healthcare organizations helped to seal the deal.
“8x8 was the clear choice for the health center as they were very easy to work with and professional during the entire sales process. They offer customizable seat options for knowledge workers and Contact Center Agents to meet short- and long-term needs and integrate with Epic to enhance the client's and agent's experience. Driving down direct and indirect costs allows the organization to focus on other priorities,” says Jonny Wright, Enterprise Account Manager at Renodis.
The Solution: Modern communications with analytics
The health center will use several 8x8 Analytics features to monitor contact center operations. For example, hold times, wait times, and abandonment rates provide insights into individual agent and team performance and customer satisfaction. The ease of reporting helps leaders keep their finger on the pulse of their operations so they can make necessary improvements as soon as possible.
The Results: Set up for future growth
Thanks to guidance from Renodis, the company moved to a solution that could support their current and future needs. 8x8 provides a complete UC and CC platform that can integrate with Epic EHR and save on costs.
As their previous system did not provide access to metrics, the clinic’s leadership now has the data it needs to improve its operations and provide the best possible patient experience.
As the clinic grows to even more locations, 8x8’s easy scalability will enable the organization to easily onboard new offices and users to 8x8, achieving seamless and instant connectivity and collaboration across the entire company.
“Renodis was able to effectively engage our Director of CX, Heather Kurzenski. Heather was able to help Jonny Wright (Renodis) identify the business outcomes and challenges that the organization was trying to solve for in a new Contact Center solution. As part of that process, Heather and Jonny were able to identify the supplier that would best be able to maximize the client’s CX – and that supplier was 8x8” said Gregory Birch, Director of Channel Sales at Intelisys.
