Case Study: Golden Valley Health Centers improves patient experience with Brightmetrics

Brightmetrics Turns Mitel Phone Data into Improved Customer Experience

Golden Valley Health Centers, a healthcare provider serving Central California, needed a better way to understand and manage the massive volume of patient calls coming into its Mitel MiVoice Connect (ShoreTel) phone system. Before Brightmetrics, the team relied on rigid native reports, manual SQL-based reporting, and IT support to access basic call data, leaving managers without timely visibility into call volume, staffing needs, queue status, or customer experience trends.

With Brightmetrics, Golden Valley Health Centers gained flexible, self-service reporting and real-time operational dashboards that made phone data easy to analyze across the organization. Brightmetrics helped the team uncover that quarterly call volume exceeded 400,000 calls—about four times their original estimate—while also improving visibility into hold times, abandonment rates, repeat callers, and staffing needs. As a result, GVHC was able to better adjust resources, improve responsiveness, and support a stronger patient experience.

Golden Valley Health Centers