Case Studies Credit Valley Hospital
The Challenge
Communications are crucial in every hospital environment. The Credit Valley Hospital needed a technology partner they could count on 24/7.
The Solution
CVH works closely with Eclipse on a range of technology challenges.
The Result
Communications at CVH aren’t just fully operational 24/7, they’re fully optimized as well.
How we helped
Around the clock service
The Credit Valley Hospital is a 366-bed regional community hospital, providing a broad spectrum of health care services to the people of Mississauga and the surrounding region.
The hospital’s technology needs are wide-reaching, spanning 3000 extensions, over 1500 IP sets, 300-400 wireless devices, Call Pilot voice messaging, Communication Server 1000M-MG, Call Centre Server 6, multi-site networking and Option 11 for emergency backup. Because of the nature of the work, they need to manage maintenance and upgrades carefully to ensure 24-hour-a-day service.
Finding a technology partner they could really count on was crucial. Fortunately, with Eclipse, they have exactly that.
Jamie Bowie is the hospital’s Director of Information Systems and Telecommunications. As he explains, “We have an excellent collaborative relationship with Eclipse, which allows us to create more strategic solutions to challenges we’re faced with.”
Among those challenges is how to handle around-the-clock calls across multiple locations and departments. When health is at stake, every call is crucial. And with health care budgets under constant scrutiny, making the most of every dollar is a top priority as well. So how do you strike the right balance on staffing?
"Eclipse has helped us deploy roughly 20 small call centres, with call queuing for each department,” explains Bowie. “So now our teams can see how many calls are waiting and can effectively react to spikes in demand. We’re able to perfect the balance, making customer service at the hospital second to none.”
Bowie says he’s reminded of Eclipse’s dedication to service on a regular basis. For example? “In December, a construction crew accidentally cut a major fibre cable servicing the campus network. We reached out for help from two or three vendors, and it was Eclipse who rose to the challenge right away. By the next day, service was fully restored.”
“To put it simply,” he concludes, “Eclipse is a true partner.”