A Solution That Leverages Pre-Existing Investments

Business communication case study: MyEyeDr.

Founded in 2001 by a group of optometrists executing a high-growth-through-acquisition strategy, MyEyeDr. is a network of more than 400 local, well respected practices in 11 states and the District of Columbia. The 10,000-plus employee company offers eye-care services and a wide variety of prescription eyewear and contact lenses. By using innovative technology and empowering its doctors to do what they love, the company is championing a new path for vision care.

As a longstanding customer, we have a deep level of trust in Vonage®, not only as our business communications provider, but as a partner that is equally focused on creating a better and more personalized experience for our patients.”

Alex Healey, Director of IT, MyEyeDr.

Background

When joining the MyEyeDr. family, the majority of the company’s optometry-practice acquisitions typically lack the business communications infrastructure that supports both the organization’s signature level of customer service and its post-acquisition integration model’s under-90-day cutover time. The eye-care provider needed to avoid the traditionally excessive construction costs and setbacks associated with a new addition (e.g., the frequent 6- to 12-month delays created when pairing a new location’s pre-existing T1 line with a new fiber-optic network connection), reuse their pre-existing broadband connections without exacerbating packet loss or downtime, empower their acquisitions to engage with in-person and call-in patients in a HIPAA and PCI-compliant manner, and more.

Challenge

To provide a scalable, standardized, healthcare-tailored unified communications solution, MyEyeDr. needed a communications partner who could lay a foundation that would foster the company’s ongoing growth, seamlessly deploy a better, cloud-based communications solution as the company acquires optometry practices, maintain a positive brand transition for loyal patients, and supply the process-driven expertise that would help the vision-care network’s assimilation cycles go smoothly.

Solution

MyEyeDr. chose Vonage for its enterprise-grade unified communications as a service (UCaaS) platform, advanced call center technology, award-winning SD-WAN product, and proven success in deploying thousands of cloud seats for rapidly expanding organizations. The future-proofed solution enabled the company to bolster owner trust and confidence before, during, and after acquisition talks, support efficient call flow and voice prioritization, enhance the quality of patient interactions, avoid delays of revenue, support regulatory compliance, maximize uptime reliability, and realize a 28-percent reduction in support tickets between 2016 and 2018.

Results

Creating an Unsurpassed Patient Experience
The Vonage Enterprise UCaaS platform facilitates MyEyeDr.’s nimble, rapid-growth business model by freeing the company from having to accommodate the legacy technology of each new location (e.g., adding new fiber-optic network connections, etc.), providing each addition an encrypted, private MPLS network solution for enhanced productivity, regulatory compliance, and real-time collaboration (which has directly contributed to a 98-percent post-acquisition talent-retention rate), creating a consistent, seamless experience for all patients, no matter which location they visit or call center they reach, ensuring business continuity by automatically rerouting calls to a predetermined backup number in the event of a loss of power or internet connection, and more.

Freeing In-Store Associates to Focus on In-Store Traffic
Vonage Call Center gives MyEyeDr. the ability to successfully optimize pre-existing broadband connections, minimize on-hold times, optimize the call center experience for its patients, maximize the in-person customer service experience for its visitors, and prepare itself to deploy a communications platform as a service (CPaaS) solution with APIs. During peak periods of in-store traffic, the solution’s automatic call distribution (ACD) functionality promotes a positive patient experience by intelligently rerouting calls to a MyEyeDr. call center, offering call-back options, and encouraging online-booking alternatives, while its interactive voice response (IVR) system provides a voice-driven menu that offers callers streamlined pathways to the live agents who can serve them best.

Getting All Calls Answered and All Appointments Set
By managing critical quality of service across all locations and pinpointing bandwidth utilization problems, Vonage’s SD-WAN solution, SmartWAN, ensures MyEyeDr. can prioritize voice traffic, rely on real-time stateful failover capability (i.e., in the event of a carrier’s disconnection, all calls are diverted to a secondary carrier—in real time—so the appointment-driven organization can maintain an exceptional level of uptime and 24/7 availability to its patients), elastically increase its network capacity, and more.

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