A major healthcare organization with more than 38 locations throughout the Pacific Northwest, IRG Physical Therapy (IRGPT) provides a range of services including physical health, occupational health, and wellness guidance. The organization prides itself on exceptional care, and constantly seeks opportunities to elevate the patient experience. In that regard, seamless communication is crucial.

Because IRGPT’s existing PBX vendor lacked the necessary qualifications to support direct, HIPAA-compliant conversations with patients, the organization opted to build and maintain its own system. Though it fulfilled IRGPT’s needs well enough, this system was complex and costly to maintain, particularly given the lack of support. As it became increasingly clear IRGPT’s existing vendor could not fulfill its needs, the organization engaged with G12 Communications, which at the time was managing its phone number provisioning. 

“Our long-term goal was to eliminate on-premises hardware and make the jump to cloud for all our services, ” explainsJanet Carbary, Vice President of Finance at IRGPT. “G12 really stood out to me in that regard. Their cloud-based solutions and leased equipment offered significant cost-savings, eliminating any initial capital outlay.” 

Evidently, IRGPT’s physical servers did not appreciate being replaced. While the organization was in the process of migrating, the servers went down. After a brief assessment, Janet and her team concluded that it would cost over $7,000 to rebuild their hardware. 

In the wake of this revelation, the company opted to expedite its transition, completing a deployment of G12’s Contact-Center-as-a-Service platform supported by Cloud PBX and eliminating multiple vendor contracts in the process.   

“Cloud PBX is an incredibly solid voice solution and G12’s CCaaS platform gave us exactly what we needed,” Janet continues. “Their support is second to none. It feels like they were part of our team rather than just another vendor.” 

IRGPT have used G12’s solutions to create a full-featured cloud contact center supported by a concierge service that guarantees the best care possible. 

“Our old system was very tedious, as legacy solutions often are,” concludes Janet. “With our new infrastructure, we’ve really changed how we interact with patients for the better — and with the savings gained from reducing our vendor contracts, the system basically paid for itself. The fact that anyone can pick up a call and book service really boosts the customer experience, and self-management within the platform means our agents don’t need to rely as much on IT.”