How Compulink Healthcare Solutions improved key performance metrics and efficiency at their contact center.
Meet Nels Anderson, Product Support Manager at Compulink Healthcare Solutions, a company with 38 years of experience in the electronic health records industry. They primarily serve optometry groups, chiropractors, orthopedic specialists, and psychiatrists, helping them manage patient data. With a focus on streamlining operations and enhancing patient care, Compulink offers a comprehensive suite of tools, including EHR, practice management, and revenue cycle management.
In healthcare, where efficiency and competitiveness are critical, Compulink recognized the need for agile solutions. Their journey towards efficiency led them to make a strategic switch for their communication needs, by enhancing their contact center capabilities through Xima.
The seamless integration between RingCentral and Xima played a crucial role in their decision-making process. “It was the integration that was already built in, and after discussions with Xima we were convinced it was the right path to take,” says Nels.
“There have been significant improvements with Xima. We’ve gained access to robust reporting tools and the ability to create and manage customized dashboards for each team. This has been a game-changer for our internal operations.”
– Nels Anderson
Product Support Manager, Compulink Healthcare Solutions
One of the challenges Compulink faced was the need for comprehensive reporting. With Xima, they found it easy to create reports and had access to a wealth of pre-existing reporting features. The ability to create tailored dashboards for each team has significantly improved collaboration and visibility within the organization.
FPA was easily able to integrate Xima into its existing communications platform in just a matter of hours. By layering Xima on to their existing phone service, FPA is able to streamline all patient communications and take employee productivity to the next level. Wait times have significantly reduced and features like queue callback help patients feel confident when contacting FPA.
“We’ve witnessed tangible benefits, such as a reduction in abandoned calls, quicker response times, and fewer instances of agents being unavailable due to auxiliary modes. The most notable improvement has been our average speed of answer, ensuring our clients spend less time waiting in queues.”
– Nels Anderson
Product Support Manager, Compulink Healthcare Solutions
Transitioning to Xima initially posed challenges for their team, as change often does. However, they quickly adapted to the new system and appreciated its advantages. The shared view of the wallboard, allowing visibility into all team activities, became a favorite feature among representatives.
The implementation and setup of Xima went smoothly, thanks to the support of the Xima team. On the go-live date, everything aligned with their vision, and Compulink experienced a seamless transition.
In conclusion, Xima has proven to be a game-changer for Compulink Healthcare Solutions. With improved reporting, enhanced visibility, and increased efficiency, they have achieved their goal of delivering exceptional patient care while driving business growth. Nels Anderson sums it up, saying, “Xima has been a real success for us, delivering exactly what we needed.” With Xima’s integrated contact center solutions, Compulink Healthcare Solutions is well-positioned to thrive in the competitive healthcare industry and continue its journey of excellence in patient care.
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