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Personalized solutions,
proactive care

Business communication case study: Mobile Medical Examination Service, Inc. (MedXM)

MedXM® is a national leader in the design and implementation of preventive care technology and health risk assessments. MedXM partners with well-known healthcare plans to connect their members with experienced physicians, nurses and skilled practitioners to provide customized patient outcome solutions focused on prevention, education and early detection. MedXM has established strong bonds of trust for their superior customer service and advanced technology for communication, reporting and documentation.

This move to the cloud will provide us with the agility we require to connect with our members wherever they are to meet their healthcare needs better and faster.

Sy Zahedi, CEO, MedXM

Challenges

With a 5,000-person medical staff and growing network of health plan partners and members nationwide, effective communication is vital to MedXM’s ability to provide preventative care.

Company leaders searched for a communications partner that could not only provide reliable UCaaS solutions, but one that could also align with their company-wide shift to Google, which centered around the use of G Suite™ productivity apps, Chromebooks and Android support. They were also looking for a seamlessly scalable Google-centric contact center solution that could help them deliver mobile support options to members and productivity-boosting tools to inhouse customer service teams.

Having built their business on service and technology, MedXM additionally sought new and efficient ways to provide wellness advice to members from virtually anywhere.

Solution

MedXM chose Vonage® for its unique combination of collaboration-enhancing cloud solutions, productivity-boosting integrations, an enterprise-grade contact center solution, and contextual communications that redefine how they communicate with members in real time. Vonage’s opportunity to partner with MedXM was facilitated through mutual Google partner, ViWO.

Maximizing Day-to-Day Operations. The Vonage for G Suite™ integration helps MedXM employees optimize workflows with features like click-to-call and contact sync, which seamlessly connect their business phone activity to Gmail® and other G Suite tools. The intuitive user interface and ability to scale easily help MedXM leaders save on IT support costs and capital expenses.

Providing Support Across All Channels. Vonage’s advanced contact center solution will help MedXM create a Google-centric contact center environment in which members can not only call, but also text, email and chat with agents. This solution saves time and frustration for both members and agents by providing seamless ways for agents to connect via Chromebook or headset and skills-based routing for a more personalized customer experience.

Helping Members When They Need It Most. Using Nexmo®, the Vonage API Platform, MedXM helps members stay up to date on the care and medication they need by sending them automatic text reminders for appointments and prescription refills. They also offer an automated medication delivery service and real-time connections that facilitate in-home physician visits within an hour for members that need urgent care.

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