Applicable Industries
- Healthcare & Hospitals
- Telecommunications
Applicable Functions
- Quality Assurance
- Sales & Marketing
Use Cases
- Inventory Management
- Personnel Tracking & Monitoring
Services
- Cloud Planning, Design & Implementation Services
- System Integration
About The Customer
BACTES is a leading company in the healthcare industry, specializing in fulfilling medical record requests for thousands of healthcare providers across the United States. The company provides Release of Information (ROI) services, including remote, mobile, and on-site ROI services, billing office workflow efficiencies, EHR chart indexing, medical record scanning, and audit and review services. BACTES operates in 40 states, providing secure electronic exchange, delivery, and integration of Protected Health Information (PHI) to insurance companies, attorneys, government agencies, and other parties that require patient healthcare information. The company, founded in 1991, is headquartered in San Diego, CA, and is part of a larger parent company, Sharecare, which has a total of 2,000 employees.
The Challenge
BACTES, a leading provider of medical record requests for healthcare providers across the US, was facing a significant challenge with its outdated on-premise phone system. The system, which was over a decade old, lacked scalability and many basic features that were critical to their business. This was a significant issue as BACTES provides Release of Information (ROI) services for healthcare facility clients in 40 states, ensuring secure electronic exchange, delivery, and integration of Protected Health Information (PHI). The company needed a solution that could handle the high demands of their operations and comply with federal and state regulations regarding the handling and transmission of PHI.
The Solution
BACTES turned to RingCentral, a cloud communications platform, to address their challenges. RingCentral provided BACTES with an enterprise-grade solution that was scalable and equipped with the necessary features for their operations. BACTES also implemented RingCentral Meetings, a cloud video conferencing solution that enhanced workforce collaboration. This allowed BACTES executives and employees to have productive virtual meetings as frequently as necessary. Additionally, RingCentral Contact Center was implemented, providing comprehensive analytics and reporting capabilities. This solution, integrated with RingCentral Office, provided the insights needed to ensure high-quality and efficient customer service performance.
Operational Impact
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