Fertilys Clinic
Stable, reliable telephony infrastructure provides quality patient experience and clinical services delivery.
고객 소개
The Fertilys clinic is a medically assisted reproduction centre serving a population of 800,000 in Quebec, Canada. It is recognised for quality services and high success rate of in-vitro fertilisation and intrauterine insemination. The comprehensive, state-of-the-art technical facilities and patient-centred approach have earned them a solid reputation.
Faced with call loss due to an old telephone system, Fertilys sought a robust and reliable solution to seamlessly handle patient calls and provide superior telephone assistance. The opening of a second clinic further confirmed the need for a unified and optimised telephone system between the two sites.
적용 솔루션
- Connected Solutions and Devices
- Digital Dividends
Thanks to the OXE and its robust features, which have helped improve key clinical operations, I now have the peace of mind to focus more on the quality of service expected by our patients and on improving our practices.
Challenges
In assisted reproduction, scheduling appointments and patient cycle tracking are essential to the fertilisation or insemination protocol and key to the success of the procedure. The clinic could not afford to continue to lose calls which was causing patient dissatisfaction and frustration.
The team of six trained operators required the most professional and flexible way possible to assist patients on incoming calls.
Action
Alcatel-Lucent Enterprise and long-time Business Partner, SSP Telecom, delivered on the need for feature-rich, reliable telephony to help Fertilys succeed. Confidence in the Alcatel-Lucent OmniPCX® Enterprise Communication Server (OXE) as an investment for future growth was another benefit. Fertilys now offers harmonised and efficient patient call handling at its two sites with a complement of Alcatel-Lucent Enterprise DeskPhones and Visual Automated Attendant capabilities.
Future development plans
- Application or softphone to provide business telephony services to a growing number of administrative and clinical staff working from home
- Plans to expand growth of the business supported by infrastructure
Results
Technical benefits
- OmniPCX Enterprise created a stable, reliable, and robust telephony infrastructure with redundancy between the two sites
- Manager workload was reduced with use of the Automated Attendant autonomous configuration where operators and reception can program call routing by themselves
Financial benefits
- Improved service delivery reputation led to acquiring new patients
- Reduced operational costs found with improved call handling and automation configuration capabilities
User Experience benefits
- Improved patient experience creating 100% reachability of trained staff according to bimonthly patient surveys
- No lost calls mean better alignment with patient’s cycle and fertility protocol to achieve overall success
- User-friendly DeskPhone features provide staff with wireless handsets and personal ringtones among other capabilities
Products & Solutions
리소스 및 다운로드
고객 사례
- 고의고려대학교 의료원대한민국더 스마트한 진료를 위한 네트워크 인프라 현대화사례 읽기
- 안4안정적인 40G 네트워크 인프라 구축을 통해 학생과 교직원 경험을 개선하다대한민국홍익대학교는 Alcatel-Lucent 솔루션을 통해 안정적인 40G 네트워크 인프라를 구축 함으로써 초고속, 고품질의 대용량 학습 환경을 구현하여 학생과 교직원 경험을 크게 개선하게 되었습니다.사례 읽기
- GSGrup Sisquella스페인Grup Sisquella는 알카텔-루슨트의 통합 커뮤니케이션 솔루션을 통해 자사의 고객 서비스 및 만족도를 향상시킬 수 있었습니다. 알카텔-루슨트 솔루션은 기존 솔루션 비용의 60% 수준에서 운영이 가능하고 직원들의 업무 생산성을 높입니다.사례 읽기