Case Study: Munson Healthcare cuts call volume and pager costs with PerfectServe

Munson Healthcare cuts call volume by 56,000 and pager costs by 50% with PerfectServe

Munson Healthcare, a 7-hospital system in northern Michigan, faced challenges with its outdated call center infrastructure that relied heavily on pagers and an unreliable mobile app. The legacy on-premise system was difficult to maintain, created high call volumes for operators, and lacked dependable communication tools for clinicians. To address this, Munson partnered with vendor PerfectServe to implement its Operator Console, Clinical Collaboration, and Lightning Bolt Scheduling solutions.

By deploying PerfectServe's cloud-based platform, Munson modernized its communication and scheduling workflows. The results were significant: a reduction of 56,000 calls to the call center annually, the retirement of 600 pagers, and a 50% decrease in monthly pager costs. PerfectServe's solution also led to a 32% increase in secure messaging among clinicians, improving both the efficiency of the call center and the speed of care coordination.

Munson Healthcare