AlliedOP Seeks to Improve Appointment Scheduling, Finds That and Much More with Tele-Data Solutions
David Coville: Allied OP was able to book 5 more patient visits every week with the new technology. That’s obviously lead to an increase in revenue and improved client services.
Since 1947, Allied OP has been a full-service prosthetic and orthotic company. The company provides services for patients who need artificial limbs all the way to patients who need off-the-shelf or custom braces. The company has 17 unique office locations, with its headquarters in Randolph, NJ. The company needed help integrating all of the locations.
“AlliedOP was using a phone service that was archaic. We were using nine different providers for different levels of care, and we paid astronomical amounts for different services,” said David Coville. “We really needed a change.”
Convenient Appointment Scheduling
One of the most important changes Tele-Data made for AlliedOP was the ability to easily schedule appointments. With the old system, patients were calling the office that was closest to where they lived. Some offices weren’t equipped to handle appointments. Tele-Data put used VOIP Phone technology to create an appointment scheduling department. Any calls to AlliedOP’s main number got routed to an appointment scheduler. Now the phone numbers from all 17 locations port over to Tele-Data service and we control where they point to.
“We strive for a high level of customer service. Every patient phone call that we receive needs to be handled expediently with a warm person on the other end,” Coville explains.
Ease of Calling Between Employees
AlliedOP also needed the ability to quickly intercom other office locations through three-digit dialing. Their old system was taking up too many phone lines, because each time one office called another, two different company lines were taken up. Tele Data’s technology allowed for a three-digit dialing system between offices, making it easy for employees to reach out to one another.
In addition, AlliedOp’s management team wanted metrics. The wanted and needed to know how many appointments were being set, how many voice mails and missed calls the company had. They needed call analytics through quantitative data. The company had no metrics capability until Tele Data was able to provide it through VOIP technology and specific software to give them this information.
Savings Through Consolidation
AlliedOP was spending a great deal of monthly costs on telecommunications, but still had traditional antiquated technology. There were 17 different local and long distance carrier providers and 17 unique accounts for each office, which started to impact the company’s profitability. With Tele Data’s technology, they now have one bill, one invoice, more capability, improvement in services, all for substantially less per month. They ended up reducing their telecom costs by 40% per month with the updated phone technology.
Service related problems were confusing, complex and time intensive for AlliedOP employees. If the internet or phone system went down, in-house employees had to deal with it because they were on their own to resolve these issues. Once they centralized the system and outsourced their telecom to Tele Data, they had one local partner to solve related problems.
Out With the Old, In With the New
Prior to Tele Data’s work, AlliedOP had 17 phone systems that were more than ten years old. They were traditional, cumbersome, dated, and had no functionality. User capabilities were severely limited. Some of the systems were so old that they couldn’t even be serviced any longer. Tele Data’s work allowed AlliedOP to have a modern, centralized, technologically advanced system for less money each month.
“The day that we implemented the phones, we had a team leader on site, and technicians working at multiple offices. It was a very seamless transition with no downtime” Coville said.
By Vincent Finaldi
Vice-President, Tele-Data Solutions
E-mail: [email protected] | Direct Line: (908) 378-1218
What brings me satisfaction is meeting with New Jersey–based businesses and genuinely helping them solve communication and business problems. As someone who has lived in New Jersey my entire life, I love working and playing here. I live in Morristown with my wife, Lisa, and root for the New York Giants.