Case Study: Bronson Advanced Cardiac Healthcare improves patient communication and manages call demand with Easy On Hold

Bronson Advanced Cardiac Healthcare - Customer Case Study

Bronson Advanced Cardiac Healthcare, a Southwest Michigan cardiology practice led by administrator Kurt Kuppler, was struggling with rising call volumes and increasing on‑hold times—echoing industry complaints about communication and long waits. To address confusing call routing and frustrated callers, the practice adopted the Easy On Hold phone‑on‑hold messaging system to turn a pain point into a communication and marketing opportunity.

Easy On Hold created tailored on‑hold messaging that gives callers appointment tips, what to bring, parking and entrance directions, and other practice information. According to Kuppler, the Easy On Hold program has been “very effective” at increasing patient understanding, helping manage demand on staff resources, and improving overall communication and patient satisfaction (the case study reports qualitative improvements rather than specific numeric metrics).

Bronson Advanced Cardiac Healthcare

Kurt Kuppler

Administrator