Founded in 1979, the Tennessee-based Center for Sports Medicine and Orthopaedics (CSMO) is a medical practice specializing in a broad range of medical care from detecting osteoporosis to treating work-related or sports injuries. Whether relieving pain or replacing a joint, the Center for Sports Medicine and Orthopaedics’ focus is on quality care.
A surgery center and nine locations across the region comprised CSMO’s core business in early 2020. The doctors associated with CSMO are supported by expert physician assistants, nurses, physical and occupational therapists and a team of administrative staff and call center personnel. CSMO understands that “life happens in motion,” and as a result, it has dedicated itself to building a reputation for high-quality care services when and where their customers need it.
Their business model worked, and they experienced tremendous growth over the years. But they were reliant on a dated Cisco communications system that was difficult to manage and lacked the administrative tools and customer attention the Center for Sports Medicine and Orthopaedics needed to reach their evolving business goals.
CSMO CEO, Becky Farmer, saw the writing on the wall. She needed a powerful communications solution – and fast.
What’s more, “nobody expected the changes that were coming,” Farmer said.
Farmer knew the situation they faced was challenging, but it also presented an opportunity. Changing communications systems can be a drawn-out and messy process if it’s not handled well. But if CSMO had a partner to guide the critical initiative and provide the right solution, tremendous gains lay in store.
InfoSystems + Mitel
Farmer connected with InfoSystems’ Aaron Swann and Jay Headrick to help steer the transition process. CSMO’s Cisco system was nearing end-of-life, so they assessed the deep roster of InfoSystems’ software partners to find a solution that could enhance their business operations. After reviewing the options, InfoSystems determined that Mitel’s Cloud Connect would check all the Center for Sports Medicine and Orthopaedics’ boxes… and more.
Swann and Headrick scheduled a demo, and a representative from Mitel presented the solution to CSMO’s executive team.
“In that first meeting, our team was blown away,” Farmer said. “We didn’t think there was any way we’d possibly use all the features. This is something major airlines would use! It seemed so much more than we could ever need or afford.”
The Mitel MiCloud Connect solution is a sophisticated telephony system that pairs in-depth administration abilities with flexibility and control. Farmer, impressed with the system’s offerings, was even more delighted when Headrick confirmed the cost fell within their budget.
CSMO and InfoSystems prepared for the cutover – then the pandemic struck.
Despite the adversity, both teams focused on the task at hand and mobilized operations. CSMO has an estimated 65 call center agents and eight supervisors, each of whom required in-depth training. Swann and Headrick, along with Mitel personnel, walked the agents and supervisors through live-call scenarios and demonstrated how to utilize the MiCloud features.
Since the Center for Sports Medicine and Orthopaedics’ staff was now working from home, calls had to be routed to off-premises phones and computers. They were also experiencing increased call volume, which required more flexibility and independence for their employees.
The InfoSystems team provided full technical support, guided the client’s team at every step of implementation and ensured each employee received the equipment, training and ongoing support necessary to deploy the software successfully. During implementation, InfoSystems knew how important it was to be present to answer questions, so a call center was established to address concerns in real-time.
Achieving Real-World Results
Identifying the ideal solution for customers comes from InfoSystems’ ability to understand the communication challenges and opportunities that arise in a remote work environment. InfoSystems works closely with clients to listen to their specific needs and deliver solutions to IT challenges that stand in the way of business growth.
In the Center for Sports Medicine and Orthopaedics’ case, Swann and Headrick, along with many others from the Mitel and InfoSystems team, played a critical role in facilitating the process. They absorbed CSMO’s particular challenge and understood the urgency with which the solution needed to be deployed.
As a result, the Center for Sports Medicine and Orthopaedics experienced a smooth and swift transfer to MiCloud Connect. The organization, faced with numerous challenges due to the pandemic, rose to the occasion, equipping remote employees with the knowledge and tools to deliver a consistent service level that their patients depend on and trust. Within days, the Center for Sports Medicine and Orthopaedics was operating fully on MiCloud connect.
“InfoSystems was incredible. They made themselves present for us in so many different ways and helped us get set up and running. They were the rock and ran with the entire implementation, serving as much a part of our team as our everyday staff,” Farmer said. “Even the most senior physicians said this was the easiest go-live in their twenty years plus in practice. The timing could not have been better.”
When a challenge is at its most difficult, the success of overcoming it can be profound. Businesses across the country had to scramble when the pandemic struck. Unfortunately, many were not able to make the transition to remote work successfully. But the Center for Sports Medicine and Orthopaedics navigated the situation with agility, and, with InfoSystems’ support, are now prepared to emerge from the pandemic stronger than ever.
“We would never have been able to send our employees home without the Mitel solution,” Farmer said.
Rather than complicating her business, the solutions InfoSystems and Mitel provided helped demonstrate how much CSMO had improved with a new telephony solution.
The Center for Sports Medicine and Orthopaedics’ success shows that businesses often need a one-two punch of the right software solution delivered by an expert team. Software alone doesn’t solve an issue if employees can’t use it optimally. InfoSystems drove an exceptional outcome with the Mitel solution, and the result has been improved workflows, significant cost savings for the client, and an overall huge impact on their business.
Since employees can manage more calls and work from home, CSMO decided to make remote work permanent for some staff members and close one of their office locations, significantly cutting back on the business’ overhead.
“(During the pandemic) Everything was happening rapidly in healthcare, so we were making changes on the fly. We were having to deploy telemedicine and serve patients with what we had in hand,” Farmer said. “InfoSystems’ expertise guided us, and we were able to move all staff home immediately and continue operations smoothly. It’s now easier than ever to manage our patient queue and triage processes.”
“There’s infinite employee satisfaction with the solution,” Farmer said. “Considering all the uncertainty we were facing in early 2020, that says a lot.”