The Challenge
Before switching to ESI, Bluegrass Orthopaedics was using a cloud phone system from a large national provider that consistently failed to meet its operational needs.
The practice experienced:
- Frequent static and jitter during calls, making it difficult for patients to connect.
- Call blocking due to system limits on concurrent calls, preventing new calls from coming through.
- Cumbersome operator tools, requiring multiple programs to manage calls effectively.
- Poor customer service from their provider, with slow ticket resolution and support staff who lacked product knowledge.
- Extended implementation times, with their previous install taking more than three months.
These issues directly impacted the patient experience, slowing down scheduling, referrals, and urgent care coordination.
The Solution
ESI, in partnership with Regal Communications, deployed the ESI eCloud PBX™ to give Bluegrass Orthopaedics a reliable, easy-to-use, and patient-friendly communication platform.
Bluegrass’s new solution included:
- Rapid installation - from order to billing in just 14 days.
- 208-seat hosted platform covering all locations, including call center agents and web phones.
- Comprehensive training, with two training sessions conducted for staff before go-live.
- Reliable uptime with no call blocking, ensuring patients can always get through.
- Local presence with a dedicated sales team and marketing support in the region.
- U.S.-based technical support in Texas, available 24/7.
- Hardware warranty for the full lifecycle of the agreement.
- Built-in disaster recovery to ensure the practice stays connected during outages.
The Results
The switch to ESI’s eCloud PBX™ gave Bluegrass Orthopaedics the stability and support it needed to deliver outstanding patient care.
Key Benefits:
- Clear, reliable calls with no static, jitter, or blocked calls.
- Faster implementation compared to their previous provider.
- User-friendly telephones that staff find easy to operate and maintain.
- Responsive U.S.-based support that resolves issues quickly.
- On-site training to ensure staff were confident before launch.
- Lower downtime risk with built-in disaster recovery.
- Remote administration to reduce service costs and speed up configuration changes.
