One straightforward swap helped this eye-care enterprise delight their clients


For greater than 50 years, Northern Florida residents have been turning to the knowledgeable physicians at Eye Associates of Tallahassee for all the things from routine eye exams to pediatric imaginative and prescient care to cutting-edge surgical procedures for a variety of ophthalmic illnesses.

At this time, Eye Associates has turn into the area’s largest full-service eye-care observe, treating greater than 40,000 sufferers every year at its 5 areas in and across the Tallahassee space.

Eye Associates has constructed a particularly constructive repute with sufferers—incomes a median 4.5 stars throughout 700 critiques on MDidentity, and 6 annual Tallahassee Journal Awards for Finest Optometry and Ophthalmology Follow.

As CEO Vicky O’Sullivan factors out, this stellar repute had led to ever-increasing affected person demand, which is why Eye Associates has expanded past Tallahassee and opened a number of amenities within the surrounding cities. However as Vicky additionally notes, her crew realized that their quickly rising affected person roster was taxing the group’s telephony infrastructure past its limits.

“We take about 900 calls a day throughout our group. Getting callers to the appropriate individuals is mission-critical to our operations—establishing consultations with new sufferers, scheduling surgical procedures, answering questions on follow-up care or billing. If our telephone system can’t assist our workflows, that hinders our capability to look after sufferers. And our outdated telephone system simply wasn’t as much as the job.”

Happier sufferers and extra environment friendly workflows

As Vicky explains, switching to RingCentral’s cloud communications platform, in addition to migrating the group’s affected person assist crew to RingCentral Contact Middle, has helped Eye Associates streamline lots of its each day operations whereas additionally offering sufferers a greater telephone expertise than ever.

One instance of a function that delivers each advantages concurrently—rising worker effectivity and bettering the affected person expertise—is the callback possibility in RingCentral Contact Middle. “When a affected person calls in and there’s a queue of callers forward of them, now we have a recorded message that lets the caller know they will cling up, hold their place in line, and obtain a name again as quickly as an agent is offered,” Vicky says. “That has been an enormous profit to our operations, and it additionally lets us create a greater affected person expertise.”

Study much more about Eye Associates of Tallahassee’s customer support upgrades

Improved efficiency with highly effective studies

One other functionality the Eye Associates crew leverages to enhance effectivity and create an excellent caller expertise is RingCentral’s built-in reporting engine.

As Vicky explains, “The reporting in RingCentral offers us an enormous operational benefit. I can assessment these studies to see the place and when name site visitors is excessive—and use that info to workers our telephone traces extra effectively. That’s precious each when it comes to saving us from overstaffing throughout quiet occasions and getting our sufferers the assistance they want extra shortly.”

“I can lastly say [we have] a telephone system that’s an asset to our enterprise reasonably than a legal responsibility.”

Vicky O’Sullivan, CEO, Eye Associates of Tallahassee

Staff messaging in the identical app as your telephone

Vicky additionally notes that whereas her Eye Associates staff are utilizing greater than the telephone functionality on their RingCentral softphone and cell apps. The workers can also be leveraging different communication codecs to remain related to one another in addition to sufferers.

“Everybody makes use of RingCentral Messaging for chats and to test in with one another all through the day, which is especially helpful after we’re speaking with coworkers in several places of work,” she explains.

“We additionally use RingCentral Video for our inside crew conferences and convention calls. And since now we have texting functionality via the RingCentral app, we’re now utilizing texts on our enterprise telephone quantity to ship sufferers appointment reminders—which is one other nice service that helps us provide a greater affected person expertise.”

Consistency and professionalism with Snap Recordings

Yet one more method Eye Associates has streamlined its inside operations and enhanced the affected person expertise is by outsourcing its recorded telephone messages to RingCentral accomplice Snap Recordings.

“Working with Snap Recordings has been a terrific expertise,” Vicky says. “They’ve helped us create a constant voice throughout all of our recorded messages—our customary telephone greeting, on-hold messages, menu choices, even the names of our physicians. 

She provides: “Outsourcing to Snap Recordings ensures now we have professionally recorded telephone messages at each touchpoint for our sufferers, and it saves us the trouble of making an attempt to file these messages in-house.”

Develop your corporation with confidence

Lastly, Vicky notes, having such a versatile and feature-rich cloud communications resolution offers Eye Associates one other operational profit: It makes it simpler than ever for the group to proceed its aggressive enlargement.

“Between RingCentral’s invaluable options just like the callback possibility, and the excellent custom-recorded messages we obtain from Snap Recordings, I can lastly say that Eye Associates of Tallahassee has a telephone resolution that’s an asset to our enterprise reasonably than a legal responsibility.”

Final Modified Jun 23, 2022


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