about the client
Peachtree Orthopedics, an Atlanta-based practice with more than 70 years of experience, operates in 17 locations and employs over 500 staff. The practice serves over 600 patients daily, with a mission to help individuals “Get Better” and return to active, pain-free lifestyles.
The challenge
Peachtree Orthopedic’s growth and patient volume put significant pressure on their legacy communication systems. They faced:
- A 90-day deadline to replace Windstream’s end-of-life services
- Slow response times and outdated technology
- Long hold times and missed call-backs due to an overwhelmed call center
- Compatibility issues requiring costly hardware replacements
These challenges directly impacted patient experience and risked service disruptions if not resolved quickly.
What did One Source do?
Peachtree Orthopedics partnered with CT Solutions, a One Source company, to transition from decentralized Windstream services to a centrally managed Mitel private cloud. This approach allowed them to:
- Execute a rapid transition: Avoiding downtime and maintaining patient care despite Windstream’s tight 90-day cutoff.
- Maintain software, eliminate hardware: Retained their familiar software while removing aging on-site equipment, reducing costs and ensuring failover protection.
- Centralize communications: Streamlined service delivery across all 17 locations.
- Enhance call center tools: Added call recording and callback features to reduce hold times, improve patient satisfaction, and support staff overwhelmed by call volume.
The Results
- Business continuity: Migration completed with no service disruption, preserving patient care.
- Cost savings & efficiency: Eliminated hardware expenses and reduced ongoing maintenance costs.
- Improved patient experience: Shorter hold times, reliable callbacks, and better tracking of inquiries.
- Future-ready platform: Centralized, scalable private cloud communications with full failover protection.
