CASE STUDY:

TRANS-CARE AMBULANCE

When Lives Depend on Call Quality and Reliability

A BUSINESS THAT DEPENDS ON QUALITY

Trans-Care Ambulance provides medical and transportation services to healthcare providers, serving as an extension of their client’s team. Trans-Care’s business model is firmly rooted in their ability to be 100% responsive to customers, and this hinges on the reliability of the call center’s contact system.

“OUR BUSINESS IS ALL ABOUT HELPING OUR CLIENTS

OPERATE MORE EFFICIENTLY AND PROVIDING TOP QUALITY

CARE TO THEIR PATIENTS. WE PRIDE OURSELVES ON THE

TRUST WE’VE EARNED FROM OUR PATIENTS, CUSTOMERS,

AND COMMUNITIES. WE HAVE TO HAVE A PHONE SYSTEM

THAT WORKS – ALL OF THE TIME. WHEN YOUR BUSINESS

DEPENDS ON YOUR RESPONSIVENESS AND RELIABILITY,

YOU EXPECT THE SAME FROM YOUR BUSINESS PARTNERS.”

Trans-Care provisions unique numbers for each of their clients, routing calls through software that notifies agents which client is calling so that they can customize their service accordingly. Due to the nature of their business, Trans-Care’s services must be available 24x7x365, yet the number of calls vary, creating operational challenges for the call center. The main challenge is proactively managing staffing levels and support planning. Since their previous system did not include robust visibility into call volumes and agent activity, it was time to replace it with a system that met their unique business needs.

“WE WERE EXPERIENCING ISSUES WITH OUR OTHER

PROVIDER. IN OUR BUSINESS, DROPPED CALLS AND POOR

VOICE QUALITY IS A REAL PROBLEM – POTENTIALLY LIFE

OR DEATH. JUST ONE ISSUE IS TOO MANY. OUR OTHER

VENDOR WAS NOT COMMITTED TO GETTING TO THE ROOT

OF THE ISSUE. WE JUST WEREN’T THEIR TOP PRIORITY.”

A TRUSTWORTHY PARTNER

LightBound and Trans-Care Ambulance have worked together in the past. While Trans-Care Ambulance worked primarily with another voice provider, a small piece of their business was linked to LightBound. When they experienced voice quality and service issues with their other vendor, they knew that LightBound’s commitment to uptime, quality, and service was the partnership they needed.

In addition to reliable call control and routing functionality, Trans-Care’s requirements also included increased visibility into real-time call center metrics, enhanced disaster recovery functionality, reduced maintenance costs, and a seamless, easy transition.

LightBound met with the leadership team at Trans-Care Ambulance to listen to their concerns and learn more about their business needs. This allowed them to come back with a customized solution that would solve the issues they were experiencing while also increasing operational efficiency.

“IT REALLY OPENED OUR EYES TO WHAT WAS POSSIBLE

AND GAVE US HOPE. WE WERE AT A CROSSROADS WHERE

WE WERE EITHER GOING TO SPEND A LOT OF MONEY ON A

SYSTEM THAT WASN’T WORKING WELL FOR US OR TAKE

A CHANCE ON SOMETHING NEW. IT WAS CLEAR THAT

LIGHTBOUND’S OFFERING WAS A BETTER SOLUTION FOR

US, AND WE REALLY TRUSTED THEIR VISION.”

DELIVERING ON HIGH EXPECTATIONS

To ensure a smooth transition that would not disrupt the sensitive nature of their business, the implementation team at LightBound worked closely with Trans-Care Ambulance. Staff that would be heavy users of the platform were trained by LightBound so that they could serve as internal experts during the transition. A great deal of pre-work by the project team at LightBound made it as “plug and play” at Trans-Care as possible, minimizing disruption. A staged deployment was conducted to guarantee success. First, the call center was moved to the new software, and then the rest of the platform was transitioned.

“THE CONTACT CENTER SOFTWARE IS COMPATIBLE WITH

ANY SYSTEM, ALLOWING THE TEAM TO RUN IT WITH THE

EXISTING PHONE SYSTEM. AFTER RUNNING THE TWO

SIDE-BY-SIDE TO ENSURE A SUCCESSFUL TRANSITION,

THE SWITCH WAS MADE. IT WAS PAINLESS FOR OUR

TEAM AND REALLY REDUCED STRESS.”

In addition to reliable voice quality, the LightBound solution also provides decision-intelligence to aid in staffing and operations management. By drilling into call center metrics, management can analyze trends and determine optimal staffing to cover call volume while remaining responsive to their customers.

P 800.844.8649 - 731 W. Henry Street, Suite 200 Indianapolis, IN 46225 - LIGHTBOUND.COM

“THE DATA ANALYTICS HAVE BEEN EYE OPENING FOR OUR MANAGEMENT TEAM. WE

ALSO BENEFIT FROM THE ADDED DR CAPABILITIES. IN AN EMERGENCY, OUR STAFF

COULD WORK FROM ANYWHERE WHILE MAINTAINING 100% RELIABILITY FOR OUR

CUSTOMERS.”

However, partnership did not end with deployment. Trans-Care Ambulance and LightBound continue to meet regularly to ensure full confidence in the platform and proactively anticipate future business needs.

“IT JUST WORKS, AND WE CAN TRUST THAT IT ALWAYS WILL. WE’RE SO GLAD

WE SWITCHED. INNOVATION IS ONE OF OUR CORE VALUES, AND WE’RE ALWAYS

STRIVING FOR MORE EFFICIENT METHODS OF DOING BUSINESS. LIGHTBOUND IS A

TRUE PARTNER FOR US ON DELIVERING THAT VISION.”