Case Study: Southern California Orthopedic Institute (SCOI) achieves streamlined patient call handling and operational resilience with Mitel contact center and VoIP solutions

SCOI - Customer Case Study

Southern California Orthopedic Institute (SCOI) is a large multi-location orthopedic practice serving patients since 1976. Despite being a Mitel customer for over 20 years, SCOI faced major communication problems: patients getting stuck in phone menus, dropped or untracked calls, inconsistent voicemail, malfunctioning PBX and recorded announcement devices, and misconfigured overhead paging—issues that hurt patient satisfaction and made staffing and call allocation impossible to assess.

SCOI worked with a local Mitel partner to modernize its telephony, implementing Mitel’s auto-attendant, contact center, voicemail, call recording and a VoIP transition. The changes delivered immediate resiliency and improved patient call handling, operational efficiency, and message reliability, with staff training ensuring adoption. SCOI is now planning upgrades from end-of-life Mitel systems to future-ready solutions.

SCOI

Joe-Anne McCormick

Telecom Specialist