Caduceus Case Study
Healthcare management firm Caduceus decides Mitel Sky is the right diagnosis for its heavy call center volume
Caduceus is a healthcare management firm with a high call volume during various billing cycles. Its PBX system was frequently down, unable to handle growing call volumes, and offered no UC or management features.
Moving offices and seamlessly transitioning to a new, cloud-based phone system
Prior to moving to New Jersey, Caduceus was in New York City. Each day, the call center receives hundreds of calls from clients regarding everything from a loss of health coverage and questions about upgrading coverage to how to transmit medical information, the status of insurance claims, and payment procedures.
The company’s ability to do business was entirely dependent on the availability of T1 lines and the reliability of Verizon’s network, which frequently went down.
Caduceus began looking for a solution that was both affordable and could easily be moved and deployed at any location. During the evaluation process, the team talked with four or five vendors, but ultimately chose Mitel Sky-hosted VoIP.
“We chose Mitel Sky because they really understood our business. With some of the other vendors, we would have to go to another level to get the type of call center functionality we wanted. So Mitel was the right solution at the right price point,” says James Bonomo, president of Caduceus.
“Once we made the decision to go with Mitel Sky, the on-boarding was very easy. Mitel collected data from our existing system to understand how the phones were routed,” comments Richard Maier, CIO at Caduceus. “Then they set up all of the data center call queues, and on the actual go-live day, they cut all the phones over and magically all of our phones worked, and we had little to no downtime in the transition from our PBX system to Mitel Sky.”
During and after the move, Caduceus didn’t miss a call. “We didn’t drop any connections or communication. We remained fluid one location to the other. The phones worked. The communication with the patients and the clients worked, and we did not miss a beat,” says Chris Asmus, senior vice president of Human Resources and Administration at Caduceus.
Mitel Sky offers management and users everything the doctor ordered
Caduceus went through a rigorous interview process and concluded that Mitel had the best cloud-based product. “From a technology perspective, we didn’t consider an in-house solution. I didn’t want to deal with backups, constant upgrades, and owning the actual hardware,” says Maier. “What was important to us in a cloud solution was reporting and call center capabilities, as well as mobility. We wanted users to be able to log into multiple spots without having to reconfigure phones.”
Some of the top Mitel features were ease of administration and the solution overall. The team found the system easy to set up and easy to implement. Using Shore Tel’s Sky Mobility, Caduceus has been able to put its reps on the road and reach them at any point at the three or four client sites they visit a day.
“Concerning the key point of mobility, I work in multiple locations throughout the week, and I’m able to receive and place calls from my mobile phone, from different desk phones. All it takes is logging into the new phone and I’m up and running. It remembers all of my settings from the previous location. For me personally, Mitel mobility has been very beneficial,” says Maier.
“WE CHOSE SHORETEL SKY BECAUSE THEY REALLY UNDERSTOOD OUR BUSINESS. WITH SOME OF THE OTHER VENDORS, WE WOULD HAVE TO GO TO ANOTHER LEVEL TO GET THE TYPE OF CALL CENTER FUNCTIONALITY WE WANTED. SO SHORETEL WAS THE RIGHT SOLUTION AT THE RIGHT PRICE POINT.”
James Bonomo, President
The value of instant messaging has enabled Caduceus to raise the quality of communications to a much higher level. “The Callfinity module allows us to view data, live data, where we are able to tell whether representatives are on the phone working and to manage their phone calls as far as call volumes and call times,” remarks Martin Penten, the Call Center manager at Caduceus.
Callfinity is a dashboard that Penten uses to collect data on the call staff. With those data the company can maximize staff and optimize workflow and productivity by predicting trends and high call volumes, and the 12 different call queues can be populated as needed.
Mitel receives a standing ovation
“In this industry, Mitel puts us on a very different level than our peers. There are many other healthcare management service organizations like Caduceus. The quality and productivity features set us far and away above the others,” comments Asmus.
Mitel Sky has also had a big financial impact on Caduceus. When the company did a cost analysis on the old system versus Mitel Sky, Mitel was close to half the cost. That’s cash every month that goes straight to the bottom line.
Compared to other options, the Mitel Sky hosted solution costs are disclosed up front and manageable. Caduceus always has the latest software. There are no upgrades to worry about and the company no longer has to be concerned about having extra backup lines and data connections to support the PBX system. And overall, the long-term return on investment has been lower.
“Shore Tel is by far the best call center product that we have used and encountered,” says Asmus. “Working with the Mitel team during implementation was exemplary. They’ve been very supportive and very responsive to all of our needs.”
“If a colleague were to ask me about Mitel Sky, I would highly recommend it. It’s really been very helpful to me by freeing up my life to actually do other work that is more pertinent to the company. I would give it a standing ovation,” says Maier
“IN THIS INDUSTRY, SHORETEL PUTS US ON A VERY DIFFERENT LEVEL THAN OUR PEERS. THERE ARE MANY OTHER HEALTHCARE MANAGEMENT SERVICE ORGANIZATIONS LIKE CADUCEUS. THE QUALITY AND PRODUCTIVITY FEATURES SET US FAR AND AWAY ABOVE THE OTHERS.”
Senior Vice president of Human Resources and Administration
Caduceus was operating with a traditional PBX that had reached capacity, could not accommodate growth, was unreliable, and didn’t have modern telephony features that users needed to be productive.
Mitel Sky-hosted VoIP has enabled Caduceus to improve productivity, use better metrics, expand its client base, scale up its business, and streamline call center operations.
- Portable, plug-and-play install
- Massive scalability and flexibility
- Minimal IT resources required
- Mobility features
- ½ the cost of the former system