Duleep Wikramanayake, Chief Information Officer, came to the rescue. After hearing about IntelePeer’s solutions years ago, he decided that Engage and SmartFlows could deliver.
Wikramanayake and IntelePeer achieved the following results:
- Making scheduling and growth easy and affordable
- Improving customer experience while reducing internal workload
- Implementing a reliable solution smoothly
Automating multiple touchpoints and phone calls per patient improved scheduling. This scalable solution stands in for hundreds of SimonMed outbound calls and reduces overhead costs. Auto dialing and SmartFlows guided more patients to schedule appointments for themselves.
IntelePeer’s implementation and continued support of solutions have been painless. Wikramanayake talks about IntelePeer, “They’ve been very good. They’re very attentive. You give them a task and it gets done. They give you timelines, they keep to their timelines, and they report back on it.” In addition, SimonMed has experienced zero hacking incidents while working with IntelePeer.
In Wikramanayake’s 25 years of experience, it’s essential to build the right network for the company and customers. He says going with IntelePeer was a “no-brainer.” With Managed Solutions, IntelePeer helped set up a quality network without straining resources.
Decrease cost and maintain growth
Duleep says data and voice costs have gone down by about $500,000 as SimonMed has expanded by around 70%. The savings come from zero outages or downtime since working with IntelePeer. SimonMed also reduced major costs by automating outbound calls.
Better customer experiences
SimonMed now records a better answer rate with IntelePeer’s solutions and support. SmartFlows and Engage have streamlined the outbound calling process. Wikramanayake looks forward to more efficient customer service after implementing even more automation.
IntelePeer’s Message SMS supplied real-time updates for customer inquiries which reduced hold times for SimonMed’s hotline. Shorter hold times instantly connected customers with the answers they wanted.
Swift implementation with immediate value
Wikramanayake says, “in my lifetime, I’ve had multiple installations, and they’ve been a nightmare.” But with IntelePeer, installation was “painless, cutting over from the normal PRI, the usual connectivity, analog lines through the SIP, was really actually very painless.”
IntelePeer continues to swiftly respond to SimonMed’s needs as the relationship grows. Making changes comes easily. Issues rarely get escalated to Wikramanayake.