Case Study #4: Internationally Recognized University Dental School Implements Advanced Cloud-Based CCaaS Solution

Transforming Telecommunications to Enhance Patient Experience, Drive Operational Efficiency, and Enable AI-Powered Analytics

Client Overview

Our client, an internationally recognized School of Dentistry, is a leader in dental education, research, and patient care. Offering a variety of procedures such as dentures, implants, and complex treatments, the school balances the demands of education, research, and patient care while striving to improve patient services through advanced technology.

The Challenge

Operating multiple clinics on campus and in the community, the dental school faced increasing challenges:

• Lengthy patient wait times and high call volumes.
• Decentralized call handling across clinics, leading to inefficiencies.
• Limited reporting and analytics for call management.
• The desire to introduce AI and automation to improve operational efficiency.
• The need for a secure, scalable, and cost-effective technology solution to manage future growth and enhance patient experience.

The Solution

TSarro & Associates partnered with the dental school’s leadership to develop a strategic roadmap focused on immediate operational improvements and long-term scalability. Key actions included:

• Secure Cloud Migration: Transitioned from a premises-based system to a cloud-based CCaaS platform, ensuring high security and uninterrupted clinical operations.
• Data-Driven Insights: Implemented robust analytics to provide insights into call handling, agent performance, and patient access trends.
• Quality Assurance & Coaching: Established agent monitoring and coaching processes to enhance performance and patient satisfaction.
• Cost Reduction: Implemented cost-saving measures compared to the legacy system, improving efficiency.
• Scalability and Service Continuity: Centralized call management with flexible, scalable solutions to handle peak periods, including cross-clinic call rollover contingencies.
• IVR and Call Flow Optimization: Designed a custom IVR menu tree with optimized call routing and messaging.
• Future-Ready API Integration: Created a pathway for integration with the EMR system via APIs, enabling enhanced patient self-service and call handling.

The Results

The strategic partnership led to transformative outcomes:

• Seamless Migration: Successfully transitioned to a cloud-based system without disrupting patient care.
• Centralized Call Management: Streamlined workflows and improved patient service levels with centralized call handling.
• Improved Agent Monitoring: Introduced advanced monitoring and quality assurance tools for better agent performance.
• Enhanced IVR Functionality: Launched a customized IVR system with flexible call routing and messaging for clinic-specific needs.
• Scalability and Redundancy: Established scalable, cross-clinic rollover capabilities during peak periods to maintain service levels.
• Workforce Management Tools: Optimized scheduling and resource allocation for cost control and operational efficiency.
• Future-Ready Technology: Developed a framework for API-driven integration with the EMR system, paving the way for future improvements.

How to Cut Costs and Boost CX Effortlessly

Is your organization looking to modernize its telecommunications and improve patient or customer access? Book a free call today to explore how our strategic CCaaS solutions can support your operational goals.