Case Study: BURD Home Health builds a scalable high-volume call center with Penrod and Salesforce Service Cloud Voice

BURD Home Health launches a call center in 3 weeks with Penrod

BURD Home Health, a leading home healthcare provider, faced a massive challenge when New York State's Medicaid expansion was set to bring an influx of 300,000 potential new patient inquiries. Their existing system was unable to manage the anticipated high call volume, leading to busy signals, a lack of centralized management, and a risk of missing major opportunities. To address this, they partnered with vendor Penrod to implement a solution using Salesforce Service Cloud Voice.

Penrod integrated Amazon Connect with Salesforce Service Cloud Voice to rapidly build a cloud-based call center for BURD Home Health in just three weeks. The solution automated caller verification, reduced manual data entry by automatically creating records, and guided agents with on-screen scripts for faster onboarding. This allowed BURD to easily handle the huge volume of calls, ensure no patient inquiries were missed, and gain a significant competitive edge in their market.

BURD Home Health