A New York Healthcare Company Helps Patients Deal with Life and Death Situations. They Chose the Dependability of a Cloud-Based Phone System from RubixVoice.

A New York Healthcare Company Helps Patients Deal with Life and Death Situations. They Chose the Dependability of a Cloud-Based Phone System from RubixVoice.

 

CardioLink, a healthcare company in New York, provides sophisticated, state-of-the-art arrhythmia monitoring and support services to physicians and patients. When their aging legacy phone system began presenting some communications challenges for the company, they knew they wanted to update to a modern-day system.

 

CardioLink’s business is literally a life and death matter to their clients. Inconveniences like telephone downtime, when every second of care counts, are not an option. Their previous phone system was 10 to 12 years old, according to CardioLink’s VP of the Tech Division, Richard Scheffel. There were about 30 extensions, and 23 numbers coming in.

 

The company that built their system no longer serviced the outdated equipment. Departments shifted to different locations within the building, and the company grew over time. Phones needed to be shuffled around, and that dilemma always poses a significant amount of challenges with legacy phone systems.

 

CardioLink arrived at the point where the old system needed to be reprogrammed, and instead opted to invest in a more current phone system.

 

CardioLink Selects a VoIP Solution

 

The company determined that a cloud-based VoIP solution would be the best way to meet their needs. They understood the inherent advantages of crystal-clear calls, incorporating their mobile technology into their communications platform, and call center access.

 

After considering a few different VoIP providers, they selected a hybrid, PBX cloud-based phone system from RubixVoice. The pricing was more affordable, and they liked the personable customer service that RubixVoice owners Patrick Callum and Kevin Hennemeier provided.

 

“We just felt comfortable with these guys,” Scheffel said. “They were less like a traditional business and much more welcoming.”

 

With the previous system, the technicians needed to make every update in person – a common approach with legacy phone systems. The previous company also wanted to sell CardioLink their updated model, but this option proved to cost more, and wouldn’t include the same type of feature set currently available with other VoIP options.

 

CardioLink wanted a newer system that would make any necessary internal adjustments easier, without compromising the dependability they need for customer communication. They now rely on RubixVoice.

 

An Updated VoIP Solution

 

CardioLink now uses about 25 VoIP phones, with six hardwired phone lines that tie in. If the Internet goes down on any given day, the folks at CardioLink can still respond to their clients.

 

“We needed that system,” Scheffel said. “We take care of cardiac patients here. We have to make sure there’s a backup system, and now we can get calls through VoIP or hardwire.”

 

Scheffel and CardioLink recently had to conduct some repairs on their computer network that took out half of the phones within the building for a period of time – so the backup system has already been used.

 

CardioLink is located on Long Island, and selected this hybrid system knowing another hurricane, like Hurricane Sandy in 2012, could return to the northeast.

 

A Customer-First Approach to Phones

 

RubixVoice wanted CardioLink, and all their clients, to be comfortable with the transition to a new phone system. They sent test phones in advance. CardioLink staff plugged it into a computer, and connected it to the Internet, and tested the features, ease of use, and call clarity. They discovered that the cloud phone systems offered dependability and modern features.

 

“They’re showing us that the system is going to work,” Scheffel said. “People tend to fear new technology, but it worked out great.”

 

After testing the phones, CardioLink ordered about 24 more phones for the rest of the company. They were shipped, and easy for the company to install themselves. Scheffel and the staff hooked up both phone systems simultaneously and then shut off the old system when they were ready.

 

CardioLink now accesses a variety of new VoIP benefits. They set up different ring zones within the office, take a phone off premises, hook in mobile devices, and use desktops as the phone portal. The call forwarding to a cell phone has been a popular feature, Scheffel said.

 

There’s another key difference that has helped CardioLink as well. On the new system every phone has a voicemail. On the previous system, they needed to pay to have additional voicemails added.

 

A Seamless Phone Transition

 

Both Callum and Hennemeier remained in close contact with CardioLink staff to make sure that the transition went smoothly.

 

With a checklist provided by RubixVoice, CardioLink employees were able to get the VoIP system working as designed. Because Rubix also has an IT service, they were able to help with other technology issues as well.

 

“We had issues with our servers and firewalls that they resolved for us. They did a complimentary information security audit and vulnerability assessment for us. That certainly helped. I enjoyed that they were able to and offered to help so quickly.”

 

The new system from Rubix proved easier to maintain, than the legacy system since there is no regular upkeep or maintenance needed. Changes to the system can either be made internally, or remotely by RubixVoice. This eliminates costly visits from phone company technicians.

 

“We can certainly say that this is an improvement over the old system.”

 

If they had the decision to make over again, Scheffel said they’d happily to go with RubixVoice. In fact, he is in the process of referring another local company that needs a new phone system.

 

 

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