In mid-2021, Rose Urgent Care rolled out 8x8 Work and 8x8 Contact Center across its three locations, and the implementation experience was smooth and straightforward for Alvarez and team. “8x8 was there to walk us through the setup of our new system. Our rep was very knowledgeable and helped us optimize things to fit our particular call flows.” When Rose’s third location suddenly joined the practice a few months later, Alvarez had to onboard the new office quickly, and his 8x8 rep was on hand to help. He says, “While adding users and locations is easy using the admin system, it’s great to have someone we can call now and then to discuss how we can use the system more efficiently.”
Currently, Rose has about 14 people who are using 8x8 Contact Center to handle incoming calls. Alvarez set up two separate instances of the platform, one for the two primary locations and a second for the new office. This flexibility allowed them to match the simplified patient experience in that location that was in place prior to acquisition.
Each call center has several queues for routing calls, such as patient appointments, calls from other providers, billing questions, etc. Currently, half of the staff works from home, but callers would never know. Alvarez says, “With 8x8, calls flow through the contact center quickly and efficiently no matter where our people are located.”
Rose also uses 8x8's video conferencing feature for monthly all-hands staff meetings, which often include breakout rooms for special sub-meetings. “It’s great to be able to set up meetings in advance or even on the fly,” says Alvarez, “and know that the system won’t pass calls to agents during that time. Everyone’s able to connect from wherever they are. It’s really nice to have that simplicity.”
Alvarez’s favorite feature is 8x8 Analytics, which he has been exploring and discovering more each time. He says, “The analytics dashboard is great. I can get a really good idea of what’s going on in terms of call volume or wait times at a particular day and time, or even just general trends.”
After moving to the cloud, Rose Urgent Care has been able to maintain high quality customer service to callers across locations, regardless of where the call is handled. Alvarez expects that the practice will continue its hybrid work model for some time. “8x8 gives us the flexibility to work from anywhere. We’re able to communicate and have meetings without having to wait for everyone to be in the office at the same time. And as an IT admin, 8x8 gives me great oversight over the system whenever I need it.”
As the practice grows, moving to 8x8 has made it easier to onboard new employees. With so much for them to learn about working at Rose, such as insurance processes or typical patient scenarios, there isn’t much time left for office systems. “Training new hires on 8x8 is a lot faster than it used to be on our old system,” says Alvarez. “It’s super easy, and they can then move on to learning other aspects of the business.”
