The Challenge

 The South Bend Clinic, located in South Bend, Indiana, was founded as a nonprofit multi-specialty group practice by a group of six doctors. Today, the healthcare system includes ten campuses and nearly 150 providers that collectively hold thirty different board certifications. The South Bend Clinic’s mission is to provide exceptional patient-centered, physician-led, coordinated care to improve the health of their patients and community. The South Bend Clinic is committed to providing patients with comprehensive, caring and convenient care.

200%
The South Bend Clinic Improves Contact Center Abandonment Rate by 200% with LinkLive

With a tool like LinkLive, we really have flexibility. We can start with a chat, flip it to a phone call, turn on video camera, go back to chat or text. That ease and fluidity is inclusive, all-encompassing and it should meet our needs whether the patients are young or old or whatever technology they choose. Having one tool that has that flexibility is going to be key

Shannon Hubler, Chief Operating Officer, The South Bend Clinic

High Abandonment Rates Linked to Outdated Technology

The South Bend Clinic’s contact center was being held back by old, outdated on-premise technology. Their phone system not only struggled to keep up with call volume, but also was falling short of meeting today’s increasing data privacy and security demands. The contact center was experiencing increasingly long wait times on inbound calls that led to high abandonment rates (patients who were calling into the clinic would wait on hold and eventually hang up before speaking to an agent). The clinic’s customer satisfaction rates were dropping at alarming levels. In early 2019, The South Bend Clinic hired a new Chief Operating Officer, Shannon Hubler, with the mission to modernize their contact center and improve the patient experience. Hubler knew that the opportunity was larger than just merely fixing a phone system problem and he set out to modernize the entire contact center operation.

In addition to old technology and subsequent high abandonment rates, The South Bend Clinic was lacking a platform that could provide real-time insight to the health of their contact center – how many calls were in queue, how many agents were available to take calls, or what the disposition of those calls were. The healthcare organization was in need of a new solution that could provide more granular data to provide better contact center metrics that would enable them to provide better care.

The Solution

 LinkLive Up & Running in 30 Days, Abandonment Rates Start to Drop

 In the spring of 2019, The South Bend Clinic began the search for a new unified communications solution. As the clinic looked to transition to a cloud-based solution, security of patient data was a priority for the organization. The organization needed a solution that could be deployed quickly and efficiently with little to no downtime and next to no learning curve for their contact center agents to adopt and use. The South Bend Clinic felt a sense of ease in moving to Revation’s LinkLive cloud-based unified communications solution knowing the high level of expertise the company has in keeping protected health information (PHI) secure with its HITRUST CSF certified solutions.

“An installation like Revation’s LinkLive solution can literally be spun up the same day, the next day or within 30 days. That process and ease of designing workflows to actually taking live calls in the contact center is short and easy and there’s a lot of staff at Revation who took care of a lot of those steps for me. The implementation of LinkLive was really no stress on my telecom team. Really easy in the big picture,” Shannon Hubler, Chief Operating Officer, The South Bend Clinic.

LinkLive’s ease of installation was also appealing to the healthcare organization. It was important to Shannon Hubler, COO of The South Bend Clinic, that the contact center could upgrade their contact center technology without taking too much time away from the contact center’s IT resources. LinkLive’s ease of installation offered the clinic little to no down time during the cutover from their on-premise phone system.

Hubler had a goal of getting the new technology up and running in their contact center within 30 days. Revation met this goal and had agents in The South Bend Clinic’s contact center taking calls on LinkLive less than 30 days after the implementation phase began.

An installation like LinkLive can literally be spun up the same day, the next day or within 30 days. That process and ease of designing workflows to actually taking live calls in the contact center is short and easy and there’s a lot of staff at Revation who took care of a lot of those steps for me. The implementation of LinkLive was really no stress on my telecom team. Really easy in the big picture.

Shannon Hubler, Chief Operating Officer, The South Bend Clinic

Clinic Gains Efficiency & Raised Satisfaction Levels with Reporting Tool

Additionally, the health system was particularly interested in LinkLive’s Measuring, Monitoring & Planning (MMP) solution, which provides easily digestible, real-time granular data to give insight to the service level of the contact center. In order to reach his goal of lowering the contact center’s abandonment rate to 5%, Shannon Hubler knew that a solution like LinkLive’s MMP would enable him to make adjustments to his contact center in real-time to provide better service to patients.

The South Bend Clinic went live with Revation’s LinkLive contact center solution in July of 2019. The LinkLive solution replaced their legacy phone system and moved their contact center data into the cloud. The healthcare system also implemented LinkLive’s Measuring, Monitoring & Planning (MMP) platform. MMP now enables the contact center to view their call data at any point in time, even from a mobile device. Shannon Hubler has created a command center, which consists of large monitors or dashboards in the contact center displaying data from MMP, allowing contact center management to make adjustments in real-time. The MMP platform provides The South Bend Clinic with a variety of tools to measure contact center statistics, as well as individual agent performance. MMP gives supervisors/management an acute awareness of the number of calls in queue at any point in time, how many agents are available and the disposition of those calls.

“With a tool like Revation’s LinkLive solution, we really have flexibility. We can start with a chat, flip it to a phone call, turn on video camera, go back to chat or text. That ease and fluidity is inclusive, all-encompassing and it should meet our needs whether the patients are young or old or whatever technology they choose. Having one tool that has that flexibility is going to be key,” Shannon Hubler, Chief Operating Officer, The South Bend Clinic.

Another benefit to Revation’s LinkLive solution for The South Bend Clinic is its ability to offer their patients a multichannel approach to communicating with the clinic. As digital transformation continues to influence the healthcare industry, the clinic valued the ability to provide patients of different generations and demographics with options in communication for their health care. LinkLive provides The South Bend Clinic’s agents with the ability to seamlessly transfer patient communications between chat, audio, video and secure desktop sharing.

Before using LinkLive, we were at a 10-20% abandonment rate, with the goal of reaching 5%. We had no recording, auditing or quality assurance. The Measuring, Monitoring & Planning (MMP) tool got us in the 5% abandonment rate with the staff we [already] had.

Shannon Hubler, Chief Operating Officer, The South Bend Clinic

The Results

Since implementing the LinkLive solution suite, The South Bend clinic has had a newfound ability to provide enhanced care and service to its patients. The single, easy-to-use contact center in the cloud enables their agents with a broad range of communication capabilities, including rich digital messaging and a seamless ability to engage with patients across channels. The South Bend Clinic was able to quickly and easily deploy LinkLive with little to no interruption to their contact center.

LinkLive’s Measuring, Monitoring & Planning (MMP) tool has provided an immense benefit to the clinic as it has transformed their level of service. Shannon Hubler, Chief Operating Officer of The South Bend Clinic, states that LinkLive MMP has directly resulted in lowering their contact center’s abandonment rates. Prior to LinkLive, they experienced abandonment rates between 10-20% daily, with an average of 12%. By implementing LinkLive and the MMP tool, The South Bend Clinic experienced a 200% improvement in the contact center’s abandonment rate within just 6 months. With LinkLive, the clinic is looking forward to being at a 4% abandonment rate in the near future.

“Before using LinkLive, we were at a 10-20% abandonment rate, with the goal of reaching 5%. We had no recording, auditing or quality assurance. The Measuring, Monitoring & Planning (MMP) tool got us in the 5% abandonment rate with the staff we [already] had,” Shannon Hubler, Chief Operating Officer, The South Bend Clinic.

The South Bend Clinic attributes both the LinkLive contact center technology and its Measuring, Monitoring & Planning (MMP) platform to its ability to improve their contact center’s performance in providing convenient, quality care to its patient base. The South Bend Clinic reports having more control over their daily contact center operations which, in turn, feeds into an enhanced patient experience.