Case Study: Capstone Pediatrics achieves faster call response, improved patient satisfaction and $1,000/month savings with Mitel hosted VoIP and Enterprise Contact Center

Mitel hosted VoIP system and Enterprise Contact Center solutions help Capstone Pediatrics improve patient satisfaction and encourage regular office visits

Capstone Pediatrics, a multi-site medical practice with 11 locations and about 143 employees, needed to modernize its phone system to meet high patient expectations. The practice sought to unify telephony, implement a contact center to centralize appointment calls, measure agent performance, and eliminate missed or dropped calls because its previous system lacked contact center and unified communications capabilities.

The practice deployed Mitel’s hosted VoIP, IP400 phones, and Enterprise Contact Center, giving a centralized contact center and dashboards to monitor answer times and abandon rates. The change cut front-office overhead and IT maintenance, saved about $1,000 per month, increased patient visits and revenue, improved customer service, and enabled calls to be answered in less than 30 seconds.

Capstone Pediatrics

Thomas Okokhere

Vice President of Financial Analysis and Internal Audit