Phoning Santé is a healthcare receptionist service that manages calls and agendas for medical professionals in Albertville, the Haute Savoie and the Isère in northeastern France. The service takes appointments either via telephone or via the Internet.
With its 10 employees acting as receptionists for hundreds of doctors, Phoning Santé is busy making and taking calls all day long. Network Telecommunications Manager Valérie Debost wanted calls to be routed to the right employee, and she wanted her workers to become mobile.
But the legacy Autocom PBX that Phoning Santé had been using didn’t offer any call management. It also kept employees wired to their deskphones, wearing headsets that made call quality poor. And calling costs were high, as the PBX only worked on the PSTN.
Operation PBX – Success
“3CX enabled us to get rid of wires and old-fashioned headsets, and call routing made our operation more efficient,” Debost commented.
But the company was able to keep using its computers and software, because 3CX runs on open standards — this also made installation rapid, taking only a few hours with the help of Challes-les-Eaux-based 3CX Partner Synaps Informatique.
3CX took control of Phoning Santé’s 16 trunk and SIP lines immediately.
As soon as 3CX’s powerful Switchboard enabled managing calls, Phoning Santé improved its rate of response to calls by 15 percent. The Switchboard makes it easy to monitor call status, to answer calls with a click, or to transfer calls using drag-and-drop.
Debost manages calls right from her smartphone using the 3CX smartphone client.
“When a patient calls, I know whom that person wishes to contact, and I can see that it goes through,” Debost says.
Phoning Santé completely stopped using deskphones, and now works only with cordless headsets and robust 3CX softphones. Employees can engage in tasks away from their desks, and still be reached on their smartphones.