Case Study: Graham Health Systems reduces wait times and IT workload with Brightmetrics

Graham Health Systems cuts IT workload by 60% with Brightmetrics

Graham Health Systems, a healthcare network in Illinois, faced significant challenges due to a fragmented call handling system and limited visibility into call data from their Mitel phone system. Their small IT team struggled with manual reporting and lacked the real-time insights needed to optimize agent performance and call routing, leading to inefficiencies and a high demand for IT support. To address this, they implemented the Brightmetrics analytics platform.

Using Brightmetrics, the team gained critical insights into call volume and agent activity, enabling real-time monitoring and proactive staffing adjustments. The solution provided dynamic dashboards and robust reporting, which allowed supervisors to generate their own insights without constant IT intervention. As a result, Graham Health Systems achieved a 30% reduction in abandoned calls, a 40% decrease in wait times, and a 60% lower IT workload, significantly improving operational efficiency and patient communication.

Graham Health Systems