When the c2mtech team started working with one of the nation’s largest home health and hospice providers to upgrade its cloud voice systems, they quickly realized they needed a partner that’s experienced it all.
That’s when the Texas-based IT provider turned to their ace in the hole — TPx. Through their channel partnership, TPx and c2mtech partnered together to provide the healthcare provider a business communications solution they were looking for.
The Challenge of Locations Nationwide
The project began when the healthcare provider’s IT Director concluded their legacy PBx solution made supporting their nationwide communications more complicated than necessary.
The healthcare company needed a system for its network of 300-plus locations with approximately 20,000 employees — most of whom worked in the field. This posed several challenges, considering the 20-member IT team was spread across five geographic regions.
They previously tried to update their communications system and participated in a pilot project for cloud voice. But the upgrade failed, leaving them reliant on an antiquated phone system.
Dane Bodnyk, c2mtech’s VP of Sales, knew their newest customer needed a reliable communications solution that supported its mission-critical need for voice uptime, installation and feature functionality. That’s when he introduced the healthcare provider to the UCx with Webex platform from TPx.
The TPx team worked as an extension of the c2mtech team to help however and whenever they could, participating in customer meetings and acting as an extra set of hands.
A large-scale PBx replacement takes time and requires vendors to prove value during the entire process – all aspects from contracting to proof of concept to deployment require dedication and attention to detail. It was clear that the three companies needed to forge a seamless partnership to succeed from the start.
Through TPx’s partnership with c2mtech, the healthcare provider could deploy a flexible solution to support their business needs, help streamline their vendor management and grow along with the company.
The healthcare provider wanted to do a UCx with Webex pilot at six sites for 90-120 days to test the technology, and the first demo launched within about six weeks. After completing a successful pilot, the healthcare provider was ready to roll out UCx to additional sites and started with 30 recently acquired locations that had expiring communications contracts.
The healthcare provider prides itself on its staff answering the phone, so training employees on the new system to ensure their comfort using it was crucial to the UCx installation’s success. Armed with learnings from the pilot, the healthcare provider, c2mtech and TPx, replicated best practices at other locations and installed the cloud communications solution systemwide.
Superior Service and Support
Deploying a solution like this across multiple locations is inherently complicated as not every location has on-site IT personnel.
The combined c2mtech and TPx team stepped in to fill a void, ensuring the healthcare provider had the service they needed to support their cloud communications with service level agreements (SLAs) that allowed them to meet their own service standards.
Ultimately, constant communication and creative flexibility made the partnership seamless. The partnership enabled the healthcare provider to provide millions of patients and families the excellent customer care they deserve, laying the foundation for future success.
Bodnyk credits the success of the project to TPx’s ongoing customer support.
“There aren’t many managed services providers that will go above and beyond like TPx,” Bodnyk said. “Having a partner that is not only reliable but also provides the solutions and service our customers expect is extremely important. TPx has been great to work with and very accommodating with out-of-the-box features and customizations necessary for the healthcare provider.”
Interested in learning more about how TPx and c2mtech helped this healthcare provider? Read the full case study for more information.