Customer Insights
Deborah pilots new cloud-based faxing for Communication Director
Save time, reduce frustration and improve provider relations
Deborah Heart and Lung Center
- Browns Mills, NJ
- 89 Beds
- MEDITECH EHR
- Communication Director, CloudFax Connector, DISC
Challenges
- The unreliability of some traditional fax deliveries delayed the receipt of clinical reports, purchase orders and payment requests
- 25% of all faxes wouldn’t deliver on first attempt due to phone line issues – backlogging the queue
- Frustrated employees and referring physicians
- Hours wasted monitoring fax queue and troubleshooting
Results
- CloudFax Connector provides cloud fax transmissions from Communication Director
- Majority of faxes are successful on first send
- Time spent monitoring fax queue decreased from 1/3 of every day to only once a week
- Deborah is more likely to retain referring physician business
Despite the reliability of Communication Director, the unreliability of some traditional fax deliveries caused some serious delays at Deborah. Vital time was wasted on troubleshooting and monitoring the fax servers, lab results were delayed, and referring providers were becoming frustrated and less inclined to do business. To solve this problem, Deborah signed on to pilot Forward Advantage’s new CloudFax Connector for optional, cloud-based fax transmissions out of Communication Director. The solution has been such a success for outbound faxes that Deborah now plans to add inbound faxing to the mix.
“We did a pilot program with CloudFax Connector using our top 10 trouble numbers and have had 0 problems.”
Problem numbers? No problem!
“I would check the fax queue, see which faxes were going out, track the number and either retry or resend manually,” says Gary. “I estimate that a third of my day was wasted on this. I log in maybe once a week now that we have the CloudFax Connector, and there have been no issues.”
Undeniable Workflow Savings
When asked about cloud faxing’s ROI potential, Gary believes it’s all relative; however, he is quick to say that the workflow savings are undeniable. “In some instances, cloud fax versus traditional faxing is “apples to apples;” however, the CloudFax Connector makes it easier for us to get paid and the reliability is encouraging physicians to refer patients to us because we’re getting information back.
"We signed on as soon as we could to completely convert Communication Director to use the CloudFax Connector.”
Conclusion
While most Communication Director customers are happy with their current configuration and traditional faxing, some shared the need for greater reliability and/or scalability for high fax volumes. “Forward Advantage makes a point to listen to customers and refine our offerings, or develop new ones, to meet changing goals and challenges,” says Randy Hunsaker, CTO at Forward Advantage. The CloudFax Connector provides this reliability and reduces frustration brought on by FoIP incompatibility. Plus, the CloudFax Connector scales limitlessly and does not have the same fax channel capacity limitations of traditional faxing. This allows for quick adaption to changing business needs.
Forward Advantage emphasizes an easy transition to cloud faxing for existing Communication Director customers. These customers can add the flexibility and reliability of cloud fax transmissions to their current faxing/report solution – without changing existing end-user workflows. We didn’t want to reinvent the wheel,” concludes Gary. “It helped that we could take what we already had, pull out the fax gateway, and reconfigure the fax server to send out to the cloud platform. It worked seamlessly.”
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