Case Study: How We Helped AFC in East Hanover, NJ
In healthcare, missing a patient call can lead to lost appointments, delayed care, and patient dissatisfaction. AFC Urgent Care in East Hanover, NJ faced this challenge with their previous phone system, where missed calls were hard to track, and accessing their system remotely was difficult. TeleCloud transformed their communication setup, ensuring they never miss a patient call again.
Here’s how TeleCloud introduced key features that not only resolved their challenges but enhanced their overall communication capabilities:
1. No More Missed Calls with Cloud Based Features
The biggest priority for AFC was ensuring that no patient call went unanswered. TeleCloud’s VoIP system provided several features that addressed this:
- Email Notifications for Missed Calls: If a patient call goes unanswered, the office manager (or chosen member) automatically receives an email notification, ensuring that follow-ups are swift.
- Mobile App Access: With TeleCloud’s mobile app, AFC’s team can handle patient calls and messages from anywhere, ensuring flexibility and quality assurance on the busiest of days.
- Cloud Call Center: AFC’s staff can access their phone system remotely, allowing them to manage calls and messages through a secure, cloud-based platform from any location.
These features dramatically improved AFC’s ability to stay connected with patients, even when they weren’t physically in the center.
2. Zero Downtime When switching VoIP Services
Switching phone providers often comes with the risk of downtime, which can be disastrous for healthcare facilities that rely on constant communication. For AFC Urgent Care, TeleCloud ensured there was zero disruption in service during the transition.
TeleCloud seamlessly ported AFC’s phone numbers from the previous provider to the new VoIP system, ensuring that no patient calls were missed. This allowed AFC to continue its operations smoothly, providing uninterrupted care to their patients.
3. Installation of New IP Phone Hardware
An important part of AFC's upgrade involved installing new IP phones and networking equipment to optimize the system. TeleCloud’s team provided on-site installation, ensuring all hardware, including phones and network components, was set up for optimal performance.
The network setup at AFC involved:
- Structured cabling: High-quality CAT5e or CAT6 cables connected phones and computers, neatly organized in a patch panel.
- PoE (Power over Ethernet) network switch: Allowed IP phones to be powered directly from the network switch, eliminating the need for additional power outlets.
- SonicWall router: Managed all traffic, ensuring efficient data flow for the VoIP system.
4. Comprehensive Staff Training
Even with the most advanced technology, a system is only as good as the people using it. To ensure the team at AFC Urgent Care could fully utilize their new VoIP system, TeleCloud provided comprehensive staff training. This covered both the hardware and web-based software, allowing the staff to use features like call routing, voicemail, and patient communication tools efficiently.
With TeleCloud’s training, the AFC team quickly adapted to the new system, improving their ability to contact patients, manage appointments, and collaborate internally.
5. Avoiding Double Billing and Maximizing Cost Savings
One often overlooked aspect of switching providers is managing the cancellation of old services. TeleCloud reminded AFC to cancel their previous phone service, helping them avoid double billing. This allowed AFC to fully take advantage of the cost savings offered by their new VoIP system.
By switching to TeleCloud, AFC reduced communication costs while gaining access to modern features and better customer support.
The Results: Improved Communication and Loyal Patients
Since switching to TeleCloud, AFC Urgent Care in East Hanover has seen a significant improvement in their communication. With email notifications for missed calls, the ability to access their system remotely, and a more efficient setup, the center is now better equipped to manage patient inquiries and appointments. Robert, the Center Administrator at AFC, shared his experience:
“TeleCloud came over to hook us up with our phone systems. We have much better access to contacting our patients and everything, web-based software. It’s making life a lot easier for us. And couldn’t be happier. Big thumbs up to these guys. Thank you.”
Conclusion: How TeleCloud Improves Patient Retention
If your business relies on seamless communication, TeleCloud’s VoIP solutions can transform the way you handle calls, ensuring you never miss a critical opportunity. Whether you run a healthcare facility or any other type of business, our services provide:
- Zero downtime during transitions
- Comprehensive on-site installation
- Enhanced cloud-based features for better accessibility
- Comprehensive training and ongoing support
- Cost-saving solutions
Contact TeleCloud today for a personalized consultation and discover how we can transform your communication system just like we did for AFC Urgent Care.
