ChartLogic's Healthy Success with a Robust Call Centre Solution
ChartLogic’s existing on-premise call centre limited efficiency, hindered growth and couldn’t keep up with the fast-paced demands of the electronic health record industry. The Vonage solution supported a cloud-based call centre that scales easily to handle call spikes and updates virtually to help them stay on the cutting edge. The solution also provides them with intuitive features that helps streamline their agents’ work days to maximise productivity.
Challenge
ChartLogic’s own on-premise call centre limited efficiency, hindered growth and couldn’t keep up with the fast-paced demands of the electronic health record industry.
Solution
Vonage Communications Platform
Results
The Vonage Communications Platform's hosted communications allows ChartLogic to operate efficiently with a limited IT staff, because much of the management is handled in the cloud. With the high uptime requirements of ChartLogic’s Call Center, the solution’s failover feature has allowed them to limit downtime and scale as needed.ChartLogic has been an industry leader in sales of Electronic Health Records (EHR) software since 1994. The company is known for solutions that improve practice efficiency and patient physician interaction. What separates ChartLogic’s user friendly and intuitive software from all the rest are three key attributes: simplicity, speed and experience. With a corporate motto of “Unlock Efficiency,” ChartLogic evaluated the ROI, business strategy and efficiency of their own internal operations, particularly sales fulfilment before selecting a communications partner.
Virtually up to date, always
Once physicians opt for a ChartLogic solution most will never look for another EHR again. However, the key to harvesting these sales is syncing outreach efforts with the medical industry’s robust slate of trade shows. These shows, which attract thousands of healthcare professionals, are renowned for triggering aggressive spikes in sales that could not adequately be processed by an on-premises call centre. Timing is crucial to the success behind the marketing push, and ChartLogic’s own on-premises call centre had limitations of scalability with the ebb and flow of the workforce needed to process incoming orders.
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Handle call spikes with ease
Because of the sales cycle of the EHR solutions, ChartLogic needed a contact centre with the capability to scale up or down, and better manage sales, depending on the seasonality and special events affecting the medical industry.
Streamline workflows with intuitive features
ChartLogic opted for Vonage’s cloud-based solutions found success with our robust call call centre features, immediately taking full advantage of their efficiency-driven capabilities, such as audio conferencing, soft phones, Vonage Visual Voicemail, a voice-to-text transcription service that allows users to read their voicemail messages in email and Paperless Fax, a faxing solution that allows users to send and receive faxes using their email client.
