Arnot Ogden Medical Center, an independent, not-for-profit medical center, needed its emergency call traffic problem to be addressed, and fast. The center’s protocol for employees to report an emergency situation within the hospital needed drastic improvement, and an auto attendant was just was the doctor ordered.
Arnot Ogden offers services at the Falck Cancer Center, Heart and Vascular Institute, Diabetes Center, Health Center For Women and the Maternal and Child Health Center. The increasing number of patients and services was resulting in higher call volumes to the already busy switchboard. After conducting a call volume analysis, the center discovered a large percentage of calls to the switchboard were internal.
Employees and medical staff dialing the main number from outside the hospital also needed a way to connect with co-workers and departments. They were experiencing long waits because their calls were being placed in the switchboard’s queue. Additionally, Arnot Ogden wanted to streamline telecommunications initiatives within the hospital. So, the objective was to merge switchboard staff with a customer service center running in a different department within the hospital.
Parlance Corporation saved the day by changing the already implemented auto attendant solution nameConnector Service. Parlance changed Arnot Odgen’s nameConnector greeting to include “if this is an emergency dial 5000.” The change made an immediate impact in ensuring emergency situations are handled without delay and with high quality care.
“We liked the enterprise approach of Parlance, particularly, the added value we received in how Parlance supports the product. It literally made it ‘plug and play’ for us. We also liked the robust set of reports provided with nameConnector, and the fact that it can be customized for our use,” said Gregg Martin, CIO at Arnot Ogden Medical Center.
Employees are now provided with immediate access to co-workers and departments from inside and outside the hospital by dialing one number and speaking the name of their desired destination. Access to common outbound destinations has also been provided to employees.
Today, nameConnector offloads 13,000 calls per month from Arnot Ogden’s switchboard, enabling operators to provide more efficient service to external callers. With nameConnector, callers are connected in less than 12 seconds with a connection rate of more than 97 percent.
Arnot Ogden considered other vendors but ultimately chose Parlance’s nameConnector Service because of the all-inclusive managed service offering and dedication to ensuring performance.
Edited by Carrie Schmelkin