Case Study: Inland Eye Specialists achieves improved patient experience and a centralized, cost-saving call center with Digium’s Switchvox

Inland Eye Specialists Revolutionize Patient Experience with Digium's Switchvox

Inland Eye Specialists, a multi-site ophthalmology group with 150 staff and five offices in Southern California, faced aging Nortel phone systems and a growing need for a centralized, budget-conscious call center that could integrate with their practice management software. Director of Operations Aaron Reymann needed a flexible communications platform that would query patient records on incoming calls, support mobility, and work with existing BCM hardware rather than require a costly forklift upgrade.

They implemented Digium Switchvox 470, integrating it with the practice management system to present instant patient summary screens, building a backwards-compatible hub that links satellite BCMs to the new Switchvox via T1 emulation. The change routed calls into a dedicated call center (IVR), enabled softphones for mobile staff, eliminated multiple phone-provider fees through SIP, and boosted efficiency—about 100 calls per call-center agent per day—while calming front offices and attracting interest from a national partner to replicate the setup.

Inland Eye Specialists

Aaron Reymann

Director Of Operations