Case Study: Gonzaba Medical Group reduces no-shows and improves response times with Five9

Gonzaba Medical Group cuts no-shows by 4% with Five9

Gonzaba Medical Group, a local healthcare provider, faced significant challenges with its contact center, including long wait times over a minute, a lack of reporting visibility, and limited flexibility for supervisors. To address these issues and support their move to the cloud, they selected the Five9 Intelligent Cloud Contact Center.

By implementing Five9's solution with its Salesforce integration and Workforce Optimization (WFO) tools, Gonzaba Medical Group achieved dramatic improvements. The average speed to answer dropped to under a minute, the abandonment rate decreased by 4%, and SMS texting reduced patient no-shows by 4%. Five9 also provided the visibility needed to improve agent scheduling, which increased efficiency and boosted staff morale.

Gonzaba Medical Group