Axium Healthcare Pharmacy Improves Customer Experience With Toshiba’s Strata CIX Phone Systems

MISSION: Grow the System and Improve Call Center Efficiency
Norbert Cointepoix, director of IT, identified the need for a business telephone system that would:

• Provide flexibility and scalability to grow with the company;
• Provide a smooth, cost-effective migration from an earlier Toshiba digital telephone system;
• Allow the company to have a mix of IP and digital telephones on the same system;
• Facilitate centralized remote administration for all locations;
• Expand and enhance the call center capabilities;
• Ensure that the call center meets regulatory compliance;
• Effectively handle nearly 20,000 incoming and outgoing monthly calls; and
• Support Axium’s mission to continually improve service to their patients, physicians and health plans.

Cointepoix turned to American International Communications Inc. (AIC). AIC has been an Authorized Toshiba Dealer for more than 20 years and has offices in Florida, Georgia, South Carolina and Texas. Jerry Inglima, president, and Shawn Strumlauf, communications engineer, both of AIC, recommended Toshiba’s Strata® CIX™ IP business telephone system and Strata ACD call center solution to meet Axium’s needs.

Solution: Strata CIX Exceeds Axium’s Goals
Installed by AIC, Axium has a Toshiba business telephone system that consists of:

• A Strata CIX1200 business telephone system at the Axium headquarters in Lake Mary, Florida;
• A Strata CIX100 system at its Puerto Rico location;
• Strata Net, which connects all locations via IP;
• More than 120 Toshiba digital and IP telephones at the Florida location; and more than 25 IP telephones at the Puerto Rico location;
• Call Manager soft phones at both locations;
• Strata ACD contact center solution with OAISYS® Talkument® call recording solution and Insight Reporting;
• Strata MAS with Auto Attendant, Unified Messaging and other applications for a single server solution; and
• Network eManager® for centralized remote management of all systems.

Result #1: Flexibility and Scalability to Grow the System
With the ability to network multiple systems, Toshiba meets Axium’s goal of being able to grow the system as the company grows, including adding IP Phones in virtually any location — with or without a Toshiba system on-site — as well as new applications. Toshiba’s flexible approach to solutions has enabled Axium’s IT team to choose the applications they need today on an “a la carté” basis.

They can add or change applications at any time to meet their changing needs. A Toshiba customer for more than 10 years, Axium migrated from its previous Toshiba digital telephone system, which allowed it to keep and reuse its digital telephones as well as many station cards, line cards and other equipment. This resulted in a significant cost savings over buying an entirely new system and made good on Toshiba’s promise to leave no customer behind.

Result #2: Enhanced Contact Center Capabilities
Axium has a dozen ACD groups on its Strata ACD system, including bilingual patient care groups and certified clinical teams. The enhanced ACD system helps route the customers to the right group with the right language and right training faster than ever. With nearly 6,000 incoming calls and 14,000 outgoing calls every month, the Strata ACD solution delivers smooth call handling. Using OAISYS Talkument call recording solution, Axium is able to review calls and train agents to ensure the utmost professional and courteous care of its customers.

Using Insight Reporting, Axium is able to improve the overall efficiency of the call center by tracking best practices for staffing and specialization. ACD reporting allows supervisors to review the call flow and helps them improve performance. Using the Wall Board, all the supervisors and agents can see how many calls are waiting, who’s logged in, and more. Using Talkument and Insight Reporting are also important contributors to meeting strict regulatory compliance requirements.

Result #3: Remote Administration for More Control
Using Toshiba’s Network eManager remote administration tool, Cointepoix’s team can now remotely manage the entire telephone system from their desks. They can easily make adds, moves and changes remotely for both the Florida and Puerto Rico locations. Having Network eManager has also eliminated the need for a technician at the Puerto Rico facility, contributing to the cost savings.

Cointepoix’s team can also troubleshoot system issues more effectively since Network eManager gives them complete control over the system. Having Network eManager ensures that they have immediate access to the entire system without having to wait for a service call or even to be on-site. They can even make changes from their laptops while they are on the go.

Bottom Line: Axium Improves Customer Service While Saving More Than $60,000 With Toshiba’s Strata CIX
Toshiba’s Strata CIX telephone systems have met Axium’s communications objectives, including:

• Growing the system while allowing the migration of existing telephones, station and line cards from an older Toshiba system, resulting in a savings of more than $60,000;
• Enhancing call routing, recording, and reporting for the call center, resulting in improved customer service while meeting government regulatory compliance;
• Implementing remote management capabilities, which eliminated the need for a local technician in Puerto Rico, a significant annual savings; and
• Reducing long distance costs to and from the Puerto Rico location by using IP telephones and four-digit dialing, resulting in an annual savings of $3,200.