MedWatch Case Study
Mitel Sky is the right prescription for 99.999% availability and MedWatch’s comprehensive contact center needs
Need to unite locations and staff
MedWatch provides clinical risk management solutions, such as utilization, case, and disease management, to the self-funded health plan market. The company has a corporate office and call center, as well as dozens of staff members working remotely.
Less complexity, better uptime
As a medical management company, MedWatch employees are constantly on the phone with healthcare providers to conduct procedure authorization, wellness education, and obtain updated clinical information. Prior to using Mitel Sky, MedWatch had an on-premises MiTel system and Cisco Unified Communication Manager, but the service was unstable due to power and Internet outages.
The previous system was also extremely complex, which necessitated ongoing and expensive third-party support. “Managing the Cisco system was not easy – it was quite complex. And there was also a reliability issue. When we had the opportunity to get out of that lease, we brought in our channel partner to discuss moving to a hosted solution,” explains Valerie Limpus, chief information officer at MedWatch.
Mitel delivers the most reliable hosted system
At the heart of Mitel unified communications (UC) and hosted contact center services is Mitel Call Conductor. Developed in-house, this core technology makes the solution the most reliable on the market. It is inherently easy to add capabilities as a customer’s needs evolve, and it enables seamless integration with leading business applications like customer relationship management (CRM), enterprise resource planning (ERP), and applicant tracking systems (ATS).
As new customers sign on, MedWatch can have Mitel provision an infinite number of new users in the cloud, which helps future-proof the Mitel system. When MedWatch needs private-label phone lines for clients, the Mitel Contact Center’s wide range of features can accommodate these third-party branding efforts.
Mitel Contact Center keeps service levels high and communication flowing
“The Mitel Contact Center software application is very diverse and has been able to handle all of our requirements. We were able to private-label, or brand, inbound lines and change our outbound call display so the caller ID says Care Manager instead of MedWatch. With the Mitel Contact Center, call recording is built in and includes agent evaluation forms that allow supervisors to track employee performance over time,” says Limpus. “And since the application is bundled with the phone service, we didn’t need to purchase separate contact center technology.”
“WITH THE SHORETEL CONTACT CENTER, CALL RECORDING IS BUILT IN AND INCLUDES AGENT EVALUATION FORMS THAT ALLOW SUPERVISORS TO TRACK EMPLOYEE PERFORMANCE OVER TIME. AND SINCE THE APPLICATION IS BUNDLED WITH THE PHONE SERVICE, WE DIDN’T NEED TO PURCHASE SEPARATE CONTACT CENTER TECHNOLOGY.”
Valerie Limpus, Chief Information Officer
Mitel features such as auto attendant with greetings, the ability to have multiple inbound toll-free call lines, and instant messaging and reporting capabilities were essential due to the nature of the MedWatch business and compliance issues. To meet accreditation requisites, MedWatch is required to maintain certain service levels. The organization relies on the Mitel reporting features to provide statistics on call volume, abandonment rates, dropped calls, and time-to-answer when requested by the accreditation agency.
For collaboration among colleagues, MedWatch uses Mitel Communicator’s instant messaging (IM) feature. The company set up IM capabilities within teams such as disease managers and pre-certification nurses. When team members have questions, they can IM a supervisor. The call center also has a group set up so that if the call queue is backed up, employees can send an IM and alert agents to the problem.
Mitel relieves MedWatch IT of its headaches
Mitel’s 24/7/365 world-class customer service and end-user support has eased the burden on MedWatch’s IT department and enabled the team to support basic phone requests. When the situation is more complex, for example, if IT needs to order a new toll-free number or port a toll-free number from another company, Limpus calls on Mitel to set up the new call queue.
“The Mitel portal makes the support process painless. We have the ability to handle many tasks through the portal or just open a ticket. It’s nice knowing that I can just send in a ticket and Mitel takes care of the request in a very timely manner,” concludes Limpus.
In the future, MedWatch plans on exploring the benefits of adding Mitel conferencing capabilities so it can eliminate the expense of conferencing through third-party vendors such as GoToMeeting.
"THE SHORETEL PORTAL MAKES THE SUPPORT PROCESS PAINLESS. WE HAVE THE ABILITY TO HANDLE MANY TASKS THROUGH THE PORTAL OR JUST OPEN A TICKET. IT’S NICE KNOWING THAT I CAN JUST SEND IN A TICKET AND SHORETEL TAKES CARE OF THE REQUEST IN A VERY TIMELY MANNER.”
All of MedWatch, LLC‘s business is conducted by telephone, making redundancy and disaster recovery critical to ensuring business continuity.
Based on Mitel’s world-class data centers and outstanding reputation for reliability and disaster recovery, MedWatch deployed Mitel Sky, a hosted service.
- Ultra-reliable, with built-in disaster recovery
- Unification of multi-site and remote users
- Single source for service and support
- Fully managed and maintained 24/7
- Highest value in cloud phone systems