Industry: Health Care
What Our Clients Are Saying
“I just wanted to tell you how happy we (CIO and CTO) are with this project… the results are evident. This initiative was born of our desire to eliminate 100% of the outages in both of our former premise-based contact center operations. We not only put the outages completely out of the picture, we now have a new respect from our clients.”
Client CTO
Industry: Health Care
- 30+ locations
- 2000+ employees
- 175+ cc agents
A tenured and trusted national provider of revenue cycle management, including solutions for eligibility, third-party liability, and more.
Delivers a full complement of services designed to engage patients, empower hospitals and health systems, and improve financial outcomes throughout the healthcare continuum.
Goals
- Integrate systems
- Eliminate PBX outages
- Reduce data center footprint
- Simplify network and management
- Optimize spend
The Challenges
- Multiple legacy systems from prior acquisitions with varying contract terms
- Lack of transparency into current services
- Unclear end-user needs across all departments.
Process
Helm Partners performed a full inventory assessment of all telecom and IT costs and services. Conducted interviews with stakeholders and identified high-impact areas for standardizing and simplifying environments. Developed a solution construct, executed a marketplace evaluation of providers, negotiated contracts, program managed implementation.
The Results
Implemented a new, fully last-mile resilient connectivity design to each site. Planned and executed a data center consolidation strategy (6 to 2). Implementation of a cloud-based unified communications and contact center strategy across the entire organization. Met the operational requirements of all departments including full integration with the mission-critical back-office systems. Newly resilient network and UC/CC solution eliminated outages enabling revenue growth.
Cost-neutral transition (including professional services) despite increasing bandwidth, user counts, and capabilities.
