Service
Complete caller experience
Location
US
Sector
Health & Medical
client overview
The Ramos Center is a well-respected healthcare provider with locations along Florida’s Gulf Coast.
The brief, in brief
Play our part in the Ramos Center’s goal of serving patients in the most efficient way possible.
The background
The Ramos Center specialises in pain management, minimising the symptoms of those suffering personal injury, easing chronic back pain, and supporting patients suffering from cancer.
It’s one of an increasing number of organisations adopting cloud-based telephone systems, as they offer a host of benefits including cost savings, flexibility, and (importantly) numerous possibilities for enhancing the caller experience.
A comprehensive overhaul
Our first action was to map Ramos Center’s current call flow, providing a walkthrough of how the current system operated. Then we sat down with the team to understand their needs and how their call flow could be optimized.
From there, our creative departments got to work producing several audio productions:
- An automated answering service, incorporating an abbreviated welcome greeting and a full list of departmental options to route call quickly and effectively.
- Custom departmental and end-user voicemail productions to replace impersonal system default messages when calls couldn’t be connected.
- Department-specific on-hold and transfer messages for busy times, with content tailored to each department’s patients.
These new messages would replace the system’s default queue greeting and waiting messages, which are impersonal and robotic – i.e., exactly what you don’t want your healthcare provider to be.
Getting it live
With all this new audio content ready to play, we began uploading, programming and testing. The new call flows were smooth and simple, and – with approval from the team at Ramos Center – we went live.
Our adjustments meant the team were making full use of the system’s features, and the suite of productions gives callers a branded yet personal experience in line with the company’s patient-focused ethos.
Flexible and futureproof
The Center has new flexibility, as their on-hold messages can be updated with whatever messages they need.
For instance, when COVID hit, they updated the system with pandemic-specific messaging to reassure patients that they’re doing everything they can to promote their health and wellbeing from the very first ring.
Get a free demo
Interested in how our audio productions could unlock the potential in your telephone system? Follow the link and we’ll put together a demo that’s tailored to your business ― don’t worry, it’s totally free.
