Metropolis Technologies, a leading provider of innovative call tracking and call accounting software, has delivered El Central Regional Medical Center (ECRMC) with an advanced call reporting solution to help them improve their visibility and track call activity among their multiple healthcare centers.
After a series of harassing calls, ECRMC’s risk management council identified a need to track inbound calls among their various sites to facilitate the police and security teams in minimizing these occurrences. With eight medical locations, the hospital was experiencing a disconnect between the main acute-care medical center and their outpatient centers. Kelly Ashbrook, Telecommunications Administrator for ECRMC, worked alongside Metropolis partner reseller Xpedient Communications to research numerous telemanagement options. Ashbrook claimed, “I have been on the market, aggressively looking, for several years and I could not find anything easier to use than OfficeWatch XT.”
“One of their biggest needs was to the find a solution with Active Directory,” described Rebecca Bodemann, Account Executive for Xpedient Communications. “They had no call reporting software in place, and as a hospital it was important for them to be able to track their phone calls. They needed to be able to get an idea of their call volume for scheduling the different departments. OfficeWatch XT had best solution on the market for what they are trying to do.”
OfficeWatch XT is a new, feature-rich application for the enterprise that connects call reporting among multiple sites to improve visibility and reduce costs. XT is designed on a more sophisticated platform that enables customers to customize the application like never before. With more reporting export formats, improved automation settings, and site-specific alarming, XT helps healthcare costumers to understand the efficiency of each clinic and location.
“I monitor inbound and outbound calls and pass that info and reporting over to directors of each department,” explains Ashbrook. “[XT] sends and emails directly to them as a PDF file. I setup automatic reporting daily, weekly, and can send reports as often as needed. And I can manipulate that as I need.“
The use of mobility technology in the medical community has risen exponentially, making it easier for doctors to access data and connect with office staff even if they need to be offsite. Ashbrook was concerned that the additional communication between medical staff in the field would adversely affect the capacity of their call network. Once again, he turned to OfficeWatch XT to “…look at the Trunk TrafficWatch to monitor how much through-put is being used. I needed to see if the call traffic was going to increase to see if we needed another T1. Nope. No T1 needed. So far, everyone is able to make their calls. TrafficWatch was useful.”
ECRMC’s sites utilize several PBX models, including Avaya and ShoreTel, as well as LSP hubs. As with the entire OfficeWatch collection of products, XT is able to integrate seamlessly with multiple PBX manufacturers, including Cisco, Avaya, Mitel, ShoreTel, and NEC. The application centralizes the reporting among the various systems so Ashbrook can keep a close eye on any suspicious call activity, whether that be a harassing call, or unauthorized call usage.
“We are on a border town to Mexico, and that is an international call. In XT, there is a button to find hotspots, so I can quickly locate those calls,” said Ashbrook. “I report any phone abuse suspicion to the supervisor. At one time, I found that two authorization codes were being abused. We have those who live across the border and work here, so we want to make sure they are not calling family over there. Now staff is aware they are being watched, so the phone abuse has stopped… I would say we saved about $30 a day in unauthorized calls.”
“We were very excited to bring the new OfficeWatch solution to ERCMC. It is the only CAS platform we promote.,” Bodemann declared. “Our engineers and technicians love it because it is easy to deploy and install, and the end users love it because it is so easy to learn and manage. Plus the support is just amazing.”
OfficeWatch XT includes one full year of technical support to ensure customers get their systems up and running quickly. Ashbrook agreed, “The technical support team was great. When I asked if something could be done, they would do it. Then they trained me on how to manipulate the extensions, departments, etc, so if I need to make additional changes, I know how. For that, I am grateful.”
For more information about this project, visit Xpedient Communications at http://www.xpedientcommunications.com
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