Whaleback Managed Services announced today that Northside Mental Health Center has selected its CrystalBlue Cloud-based Managed Voice Services to improve business communications, eliminate IT burdens and save time and money, according to a company press release.
Northside Medical Health Center is a non-profit organization in Hillsborough County, Tampa, Fla., serving those with or at risk of mental illness. The organization serves more than 8,000 people per year with a staff of over 250 employees, four locations and six residential buildings. Northside naturally found its community support center voicemail system – a critical component of the health center – failing daily.
In a small survey taken by PTSD Forum, nearly half of respondents said they preferred to contact their therapists over the phone in between sessions if they had a problem.
Because the clinic had multiple locations – and several different phone systems – its voicemail system could not “talk” to each location. Northside used a live operator to handle calls initiated from within the center (about 70 percent of the call load), but it was inefficient and “often left callers with busy signals and no ability to connect,” according to Whaleback.
When its router failed and an electronic medical records (EMR) system deployment just wasn’t hacking it, the organization needed a better solution.
"My objective was to align technology with Northside's business goals and strategies, and I had wanted to move to a Voice over IP system for some time but found it costly," said Northside's director of information systems, Bill Camp. "However, Whaleback's price included support and took the burden of support issues away from our IT staff. This was vastly different than what we were used to; in the past we had to drop everything and run if there was so much as a hiccup in any of our phone systems.”
Camp added that Whaleback offered a phone number to anyone in the organization when there was an issue. “Busy with implementing EMR, Whaleback's customer service was an important benefit for our IT department, as we didn't want to add any more IT responsibility,” he said.
Whaleback’s solution to Northside’s problems was its cloud computing service, which helped Northside deliver hosted IT services over the Internet, relieving organizations of having to depend on internal IT staff for system failures.
Edited by
Braden Becker
