Case Study: University of Pittsburgh Medical Center improves operator efficiency with Spok

University of Pittsburgh Medical Center cuts operator clicks from 4+ to 1 with Spok

The University of Pittsburgh Medical Center (UPMC) consolidated multiple hospital operator centers into one team but faced inconsistent workflows and inefficient tools. Their operators struggled to quickly connect calls and had to navigate through multiple tabs and clicks to find staff contact details. To standardize and streamline these processes, UPMC partnered with vendor Spok for a solution involving their console and directory services.

Implementing Spok's solution, UPMC created a single, unified console view with one centralized tab for contact details, giving operators immediate access to all necessary information. This drastically streamlined operator workflows. The results included a significantly improved and faster onboarding process for new staff and a measurable reduction in the effort to find contacts—cutting the required clicks from four or more down to just one. According to UPMC's director, the consolidation would not have been as smooth without Spok, and operator feedback on the system's ease of use has been overwhelmingly positive.

University of Pittsburgh Medical Center