Case Studies

Renown Health

Renown Health – the largest integrated health system in northern Nevada – was experiencing difficulty in managing increasing call volumes in their centralized scheduling center. Post-weekend call volumes put as many as 50 calls in operator queues, so the red ‘calls waiting’ light blinked constantly, no matter how fast they worked the phones. And when they finally connected with a caller, much of their time was spent listening to complaints and defusing angry patients. The result? Stressed operators and schedulers. Long wait times. Frustrated callers.

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Texas A&M University

Texas A&M University is the oldest higher education institution in the state of Texas. It ranks as the fourth largest university in the United States with enrollment of nearly 50,000 students occupying a 5,200 acre campus. The university’s strategic initiative to outsource many campus operations necessitated that the school find a vendor to handle their operator services. More specifically, Texas A&M sought a solution that could reduce operator workload and streamline the management of operator services.

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Arkansas Children's Hospital

Arkansas Children’s Hospital, one of the largest pediatric hospitals in the U.S. and a top ranked facility by U.S. News & World Report, was experiencing caller experience issues in their scheduling centers.
Callers were frustrated in dealing with a 7 option push-button IVR system, and it could take as long as 2.5 minutes to get to the appropriate resource. This resulted in a high number of opt-outs to agents, who spent an inordinate amount of time dealing with irate callers.

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Reebok International

Reebok International Ltd., headquartered in Canton, Massachusetts, is a leading worldwide designer, marketer and distributor of sports, fitness and casual footwear, apparel and equipment. The lack of an enterprise employee directory at Reebok made it difficult for their sales representatives to connect with employees and departments at headquarters while traveling. In order to simplify connections, Reebok provided sales representatives with a direct line to the main switchboard via an 800 number. Operators at the switchboard, who were busy handling customer and prospect calls, could not efficiently handle the additional transfer requests from the sales team, resulting in extended connection times for all callers.

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Erie County Medical Center

Doctors Community Hospital, a 219 bed, not-for-profit hospital in Lanham, MD, was experiencing call handling challenges due to overwhelming call load to operators. Callers were frequently frustrated by unavailable operators and long hold times. Facility operators also provided answering services to 300 doctor’s offices and clinics in the surrounding communities, adding additional operator call load. The facility found it imperative to improve service levels for callers.

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Colgate University

Colgate University, a nationally renowned liberal arts college founded in 1819 in central New York, was experiencing difficulties in managing their switchboard call traffic. The school’s Campus Safety
staff was tasked with responsibility for call handling on a 24/7 basis, and rising call loads were becoming increasingly difficult to balance with the many other duties assigned to the department.

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Doctors Community Hospital

Doctors Community Hospital, a 219 bed, not-for-profit hospital in Lanham, MD, was experiencing call handling challenges due to overwhelming call load to operators. Callers were frequently frustrated by unavailable operators and long hold times. Facility operators also provided answering services to 300 doctor’s offices and clinics in the surrounding communities, adding additional operator call load. The facility found it imperative to improve service levels for callers.

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Blue Cross Blue Shield

Blue Cross Blue Shield of Massachusetts was in the process of changing their telecommunications infrastructure, requiring that all of the facility’s employee phones (more than 3,000 at the time) change extension numbers, effectively negating the use of existing company directories previously used by employees to connect with each other.

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Landmark Medical Center

Landmark Medical Center, a 214 bed healthcare facility located in Woonsocket, R.I., found it difficult to keep pace with growing call loads resulting from the acquisition by Prime Healthcare Services and the corresponding expansion of medical services. In addition, plans were being made to move switchboard staff into a newly renovated lobby/atrium area, where they would be tasked with receptionist duties in addition to their existing call handling and non-call handling responsibilities (codes, alarms, etc.).

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University of New Hampshire

The University of New Hampshire is a designated sea- and space-grant University, and is among the top-tier national research institutions. UNH was seeking an alternate automated operator service due to unsatisfactory performance from their existing auto attendant. Specifically, UNH wanted an operator services solution that could offload employee and public calls to the university while maintaining a high quality caller experience. UNH was also interested in implementing a new solution where system performance could be assured through robust reporting capabilities.

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Sysco Foods

Sysco has sales and service relationships with approximately 400,000 customers and remains committed to helping them succeed in the food service industry and satisfy consumers’ appetites. Sysco Eastern Maryland was experiencing increasing volume to their main number, and sought to implement a solution to help automate call traffic. They evaluated multiple speech-enabled call handling systems to best determine the most appropriate solution for their needs, and two speech solutions were implemented for a 2-week testing period. Learn why Sysco Eastern Maryland and dozens of additional Sysco operating companies and contact centers now rely on Parlance for 24/7 call management.

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