Case Study: Advanced Reconstructive Surgery Alliance achieves 89% patient connection rate with GoTo

Advanced Reconstructive Surgery Alliance - Customer Case Study

Advanced Reconstructive Surgery Alliance (ARSA), an integrated network of six reconstructive surgery practices, needed to replace a legacy phone system that couldn’t scale, required costly third‑party IT support for reporting, and lacked flexible call management for a workforce that is remote, hybrid, and in‑person. ARSA selected GoTo (GoTo Connect) to modernize its contact center and unify communications across channels.

GoTo implemented a cloud‑based platform that let ARSA add users and numbers quickly, route calls internally, and provide advanced reporting and presence indicators. Within six months connection rates rose from 63% to 89%, first‑call resolution and agent productivity improved, and ARSA eliminated dependency on external vendors for dial‑plan changes—demonstrating measurable gains in patient access and operational efficiency with GoTo.

Advanced Reconstructive Surgery Alliance

Katheryn D'Onofrio

Healthcare Service Line Director