Case Study: Gonzaba Medical Group achieves faster patient response times and 4% fewer no-shows with Five9

Delivering Better CX to patients at Gonzaba Medical Group

Gonzaba Medical Group (GMG) is a family-focused healthcare provider in the San Antonio area that operates multiple clinics and serves a growing senior population. As GMG moved its contact center to the cloud with Five9, it discovered far higher call volumes than expected, frequent busy signals and long hold times, limited supervisor visibility, and inadequate staffing and routing logic that left patients waiting—often well over an hour.

By implementing Five9’s cloud contact center (with Salesforce integration), tuning outbound dialing to prioritize inbound queues, adding an overflow queue, two-way SMS, and workforce management tools, GMG cut average speed to answer to one minute or less (70% answered within 60 seconds), revealed actual call volume (>3,000/day, +173%), reduced abandonment by 4%, lowered no-shows from 12% to 8% (4% reduction), increased SMS response by 15% while sending 73,000 texts monthly, and reduced staffing needs by 20%—all while giving supervisors better scheduling visibility and bilingual support.

Gonzaba Medical Group

Darryl Flores

Director, Customer Director of Customer Experience