Community Health Connection prescribes 8x8 for improved communications

The Challenge: An outdated, faulty communications system

Community Health Connections (CHC) faced numerous challenges with its previous on-premises system. Todd Blake, Senior IT Manager at CHC, explained “It wasn't a good product at all. We really weren't happy.” Major issues included the provider's bankruptcy and a faulty application. Additionally, CHC's contact center was expanding rapidly, surpassing the capabilities of its current software.

With the help of telecom experts at Net7 Solutions (now Amplix), CHC started looking for a fully integrated solution to take the company into the future. CHC also relied on insights from Gartner Magic Quadrant to ensure that it partnered with a proven and reliable provider. After evaluating multiple options, CHC chose 8x8, a leader in the Gartner Magic Quadrant for eleven years running.

"We looked at a few different solutions, and 8x8 was the best option for us," Blake affirmed. The platform's reliability, contact center capabilities, and robust desktop app addressed CHC's pain points from its previous provider, making 8x8 the clear choice for its communication needs.

The Solution: A unified, user-friendly platform

CHC’s migration to 8x8 was a relatively smooth and speedy process, encompassing over 400 employees across four sites, and all new phones and headsets.

8x8 Work provided CHC employees with a unified interface that allowed them to seamlessly communicate across various channels such as voice, video, chat, and messaging. 8x8’s ease of use facilitated quick adoption, ensuring minimal disruption to daily operations.

8x8 Contact Center helped CHC to massively simplify operations, especially where calling is concerned. With 8x8, customer service agents are now able to handle calls more efficiently and effectively. “8x8 is very user-friendly, and it has improved our customer service and call handling," says Blake. In the past, the organization simply had a couple of different lines for different types of requests. But with 8x8, Blake and his team could set up a streamlined system of call queues, auto attendants, and ring groups to minimize wait times, improve efficiency, and keep things simple for agents and callers alike.

Additionally, 8x8’s softphone and remote capabilities allow the CHC staff to stay connected whether they’re in the office, at home, or in the field. For example, the organization runs a dental program called “Caring for Kids,” where healthcare professionals visit the schools in the local area and offer dental services, such as cleanings, x-rays, and consultations. With the 8x8 Work app, CHC employees can run programs like “Caring for Kids” smoothly and without issue, directly on location at various schools and community sites.

The Result: Improved communications, from anywhere

Moving from an outdated on-premises system to 8x8 in the cloud brought huge benefits to CHC. "We've been very pleased with the results we've seen since implementing 8x8," Blake says. "I would absolutely recommend 8x8 to anyone who is in the market for a new communications system. It's a great product, and we've seen firsthand how it can improve communication and contact center operations."

8x8's Contact Center provides scalability and advanced features, such as intelligent call routing, automated workflows, and real-time analytics, enabling CHC to optimize their contact center operations and improve customer service.

Moreover, with 8x8’s 99.999% uptime guarantee, CHC can now rely on stable and uninterrupted communications. The 8x8 platform's resilience and reliability ensured that CHC's staff can consistently communicate with patients, healthcare providers, and other stakeholders without disruptions. This is especially critical in the healthcare industry, where seamless communication can make a significant impact on patient care and outcomes.