Case Study: La Citadelle Regional Hospital cuts missed appointments and handles 30% more calls with Mitel

La Citadelle Regional Hospital - Customer Case Study

La Citadelle Regional Hospital, one of the largest hospitals in Wallonia (1,036 beds across five sites, 3,450 employees and 400+ physicians), handles more than 700,000 calls a year. The hospital needed to reduce missed inpatient and outpatient appointments, improve appointment‑booking efficiency and caller experience, shorten wait times, and manage growing call volumes without adding staff.

Working with Mitel, La Citadelle deployed MiVoice MX‑ONE, MiContact Center Solidus, OneBox unified messaging and 1,300+ DECT handsets to unite five locations into a single virtual contact team with IVR routing, call‑back options, online booking and SMS appointment reminders. The solution dramatically reduced missed appointments and complaints, cut wait times, introduced call‑back and SMS alerts, extended reach via online booking, and—despite a 30% increase in calls—handled higher demand with the same number of agents while improving internal reporting and presence management.

La Citadelle Regional Hospital

Nathalie Duliba

Supervision Manager