Case Study: Specialists On Call improves telemedicine quality of service in days.
About Specialist On Call
Specialists On Call (SOC) is the nation’s most experienced provider of physician consultations via telemedicine. Their mission is to provide high-quality, cost-effective access to experienced, board certified specialists 24/7 via video conferencing. SOC has partnered with over 350 hospitals partner to deliver TeleNeurology, TelePsychiatry, and TeleIntensivist coverage to their patients. Their clients can build their own telemedicine program with the SOC Telemedicine Operations Platform, using their existing physicians and carts, for a truly flexible and turnkey solution.
Telemedicine Challenges
- Delivering high-quality performance to over 300+ telemedicine carts with unique environments
- Video conferencing call monitoring was reactive and labor intensive
- Video conferencing vendor analytics required constant, manual refreshes
- Creation of operational and compliance reports required hour-long exports from multiple vendors
- Manual report merges and data integrity reviews
- Troubleshooting at scale so more time could be spent expanding telemedicine usage and patient services
Results After Partnering with Vyopta
SOC opted for Vyopta’s complete vAnalytics suite which includes proactive real time monitoring, custom issue alerts, and historical analytics. In just a few hours, their IT team was monitoring 500+ telemedicine endpoints located in hospitals and clinics across the USA from a single, integrated dashboard. They were able to easily view live, performance metrics and resolve video call quality and network issues before they made an impact.
In days, the SOC IT team was analyzing historical data trends and troubleshooting systemic problems that were dragging down their quality of service. They leveraged their new and improved endpoint utilization insights to save money by redistributing existing video conferencing resources and planning for spikes in demand. The best part was, their support team was able to greatly reduce the time they spent generating performance and compliance reports. Instead, they were able to focus on troubleshooting, improving their network, and sharing meaningful visualizations of their progress with key stakeholders at their company.
Geoff Bricker, Director of IT at the world’s largest emergency Telemedicine provider Specialists on Call, talks about how Vyopta has helped improve their service and reliability to their customers.
