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 Enterprise 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 help streamline their agents’ workdays 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 Business Enterprise Platform
Results
The Vonage Business Enterprise 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 Centre, the solution’s failover feature has allowed them to limit downtime and scale as needed.Vonage Enterprise Offers Needed Help to ChartLogic's On-Premise Call Centre Operations
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.
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 centre features, immediately taking full advantage of their efficiency-driven capabilities, such as audio conferencing, soft phones and the following:
Speak2Dial Speech recognition enabled company directory so users can speak the name of the person they want to call
Vonage Visual Voicemail Voice to Text transcription service which allows users to read their voicemail messages in email
FaxMail: Inbound and Outbound Faxing solution which allows users to send and receive faxes using their email client
Off the charts success with Vonage
Vonage Business’ hosted communications allow 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 Centre, the solution’s failover feature has allowed them to limit downtime and scale as needed.
