Case Study: MEDFAR Clinical Solutions achieves full WFH in 24 hours and 93% faster answer times with Talkdesk

Making care continuity the forefront of their business

MEDFAR Clinical Solutions, the fastest-growing EMR provider in Canada supporting 20,000 healthcare workers and 1,500 clinics with products like MYLE and PLEXIA, faced a critical support challenge: their legacy contact center lacked visibility into call metrics and agents could not work from home. When COVID-19 drove a 30% spike in user calls, MEDFAR needed to ensure care continuity while quickly protecting employees.

By migrating to Talkdesk, MEDFAR moved all agents to WFH within 24 hours and onboarded other staff to take calls in 15–20 minutes. Talkdesk’s advanced reporting and Salesforce integration provided real-time visibility (call volume, AHT, ASA), enabled better forecasting and seamless call logging, and delivered measurable outcomes: a 93% decrease in average speed of answer, SLAs met during the transition, and more efficient customer service operations.

MEDFAR Clinical Solutions

Elias Farah

Chief Executive Officer and President