Costs Down, Patient Services Up

In Chain Pharmacy, IVR, SmartCall by admin

El Rio has become one of the largest non-profit, community health centers in the United States. They focus on positive outcomes, never giving up and active prevention through compassionate people who give from their hearts to provide warm, caring, and trusted comfort to those in need.

When Josh Carzoli Director of Clinical Ancillary Services, went shopping for an IVR system, the latest technology and tight integration with his pharmacy software vendor was key. “With our previous IVR vendor, we had to maintain one IVR system in every location. We had antiquated technology and maintenance fees were high. We also were not doing any kind of outbound calling to our patients,” said Josh. El Rio decided to take advantage of the latest IVR technology with Smart Solutions. “Smart Solutions delivered IVR features that we could not find anywhere else,” said Josh.

Smart Solutions installed a 40 port SIP IVR system on a virtual machine that is hosted in the El Rio data center. All pharmacies are connected to this one system via a central phone system. The advantage to this type of installation is outbound calling can be done locally from the El Rio location. Using their own phone lines vs hosting the calls from some other location drastically cuts down on costs. According to Josh, “installation was very quick and smooth. There are many technical factors that come into play when installing a central IVR system for all stores. The Smart support team made this process extremely simple.”

Key benefits noted were:

  • The support staff at Smart Solutions is superior to my previous IVR
  • Less expensive both for IVR and outbound dialing locally.
  • Tight integration for messaging allows us to avoid using a 3 rd party.
  • One IVR system for all locations which is installed as software only
    means there is no hardware to maintain.