Customer Success Story: Northwestern Health Unit (NWHU)
Northwestern Health Unit (NWHU), a health services institution in Ontario, Canada, faced challenges in managing and reporting call details for their newly established community response line.
- Location: Canada
- Industry: Healthcare
- Product: Variphy Reporting and Analytics for Cisco CUCM, Variphy Remote Phone Control for Cisco
- Device: 250 Phones
The Challenge
The primary challenge was accurately identifying and reporting call details for a dedicated working group in a complex setup of IVRs and personal transfers. Ensuring accurate call volume data for proper staffing and minimizing wait times was critical, especially as remote work increased, adding complexity to call management and reporting.
The Solution
Variphy’s intuitive reporting features and remote phone control proved invaluable for managing a large geographical area with multiple sites. Variphy’s exceptional service and support were crucial in addressing evolving challenges, including the integration of additional endpoints for remote work.
“Insightful reports we thought complex to create were effectively in place within minutes. Variphy has repeatedly proven their worth.”
The Impact
With Variphy, NWHU achieved increased productivity and significant time savings, including reduced travel time by using the Remote Phone Control for system upgrades. The responsive and personalized support from Variphy’s sales and support teams further highlighted their exceptional value and effectiveness, solidifying their role as a critical tool for the organization.
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