Case Study: a Midwest healthcare system improves call center workflows with PerfectServe Operator Console

a healthcare system with multiple care facilities improves call center response times with PerfectServe

A healthcare system with multiple care facilities in the Midwest was struggling with a frustrating on-premise call center solution. The legacy software required excessive training, had frequent technical issues, and forced staff to manually manage inaccurate on-call schedules, leading to messages being sent to the wrong providers. This prompted the organization to seek a modern, cloud-based solution from PerfectServe.

The healthcare system implemented PerfectServe’s Operator Console, which serves as a central source of truth for clinical communication. The intuitive, cloud-based platform automated call queuing and leveraged integrated, accurate schedules to instantly find the correct point of contact. As a result, PerfectServe helped the organization achieve faster code alert response times, reduce average call handle time, and significantly improve schedule accuracy and staff satisfaction.