Case Study: Toshiba Provides VoIP Remedy for Interventional Cardiologists

The system also includes Toshiba’s Strata ACD Call Center Solution with two ACD groups, one for fundraising and the other for admissions. Calls are monitored using Ultimate Call Accounting to track calls, agent status, and ensure smooth handling of more than 20,000 incoming calls each month. It also helps the managers to predict call flow and staff the call centers appropriately.

Additionally, McDowell uses Toshiba’s Network eManager to administer the entire system from his desktop PC. He can remotely administer the Toshiba systems at both facilities, including adds, moves and changes as well as other administrative tasks.

“If the on-call doctor changes for any reason, I can connect to the system remotely and make changes on the fly – saving us the cost of a service call or having to drive to the office to make the change,” he added. “Using Toshiba’s Network eManager, we are able to set up an after-hours emergency call-forwarding schedule based on the physicians’ on-call schedules a month in advance. This ensures that incoming emergency calls are routed directly to the cell phone of the on-call physician without any delays.”

Moving to the Toshiba Strata CIX business telephone system helped IVC save nearly $200,000 over five years, including:

• $12,000 annually in networking costs by utilizing a high-speed Internet connection with MPLS protocol and QoS voice prioritization;
• $12,000 annually by having all applications on the Toshiba Strata MAS server rather than on multiple servers;
• $3,600 annually by eliminating the answering service and using the Strata MAS for after-hours on-call physician scheduling;
• More than $12,000 annually in eliminated labor costs by using Toshiba’s five-year warranty; and
• $7,200 annually by eliminating fax machines and using Toshiba’s unified messaging with individual fax numbers for each employee.

In the first year alone, IVC saved nearly $50,000 over its previous business telephone system while significantly improving productivity and patient communication.