Case Study: Springfield Clinic transforms patient support with Webex by Cisco

How Springfield Clinic transformed patient support with Webex

Springfield Clinic, a multi-specialty medical group in central Illinois, needed to modernize its aging, on-premises contact center and telephony environment to better support more than 500,000 monthly calls and improve the patient experience. With multiple legacy systems and limited flexibility across 90 locations, the clinic turned to Webex by Cisco and its partner CX Advanced Solutions to replace its outdated setup with a scalable cloud solution.

Webex by Cisco implemented Webex Contact Center along with Webex Calling and Webex Meetings, helping Springfield Clinic migrate smoothly from Avaya and unify communications on one platform. The results were significant: call abandonment fell 43.56%, calls handled increased 11.8%, average handle time dropped 5.27%, average speed of answer decreased 66.49%, and average wait time was reduced 70.78%, creating a faster and more efficient patient support experience.

Springfield Clinic

Molly Colwell

Enterprise Manager for Voice and Telecommunications