Case Study: Leading Midwest Healthcare Company achieves streamlined call center workflows and faster response times with PerfectServe

Improving Call Center Workflows with PerfectServe’s Cloud-Based Solution

Leading Midwest Healthcare Company, a multi-facility healthcare system with 500+ employees, was hampered by an aging on‑premise clinical communication and call center solution that required excessive training, experienced frequent technical problems, and produced inaccurate on‑call schedules. These issues forced operators into time‑consuming manual lookups and phone tag, causing messages and alerts to be sent to the wrong providers. The organization engaged PerfectServe to replace the legacy system with a cloud‑based Clinical Collaboration & Call Center solution.

PerfectServe implemented its Clinical Collaboration platform and call center console to provide real‑time schedule management, automated call queuing and intelligent routing to providers’ preferred modalities, and integrations that consolidate tools for agents. As a result, PerfectServe helped the customer achieve more accurate, real‑time provider schedules, reduced average call handle time, increased call throughput, faster response times for code alerts, improved first‑call resolution likelihood, and markedly better customer support with 24/7 access to PerfectServe specialists.