Case Study: LMC Healthcare cuts call wait times in half with 8x8

How 8x8 helped LMC Healthcare cut call wait times in half

LMC Healthcare, Canada’s largest specialist care provider in Diabetes & Endocrinology, needed a more reliable communications platform for its 30+ locations after struggling with dropped calls, limited reporting, and manual work from its previous VoIP vendor. The healthcare provider also needed better data visibility to support its contact center and remote workforce, so it turned to 8x8 through partner Revolve Technologies, using 8x8 Contact Center and 8x8 Work.

8x8 implemented a simple, more intelligent communications setup with real-time analytics, call routing, callback options, and ring groups to improve efficiency and support remote agents. As a result, LMC Healthcare cut average call wait times by more than 50%, reduced call handling from 12–15 minutes, and even 24–30 minutes during peak periods, to 5–7 minutes on average, while eliminating dropped calls. With 8x8, LMC Healthcare says its contact center has flourished and reporting is now exactly what it needs.

LMC Healthcare

Ayesha Alam

Director, Operational Excellence & IT