A large multi-location Opthamologist realized that fundamental changes were needed to improve the way they communicate with their patients. They understood that Cloud based technology could have a material impact on their patients experience, while improving the efficiency of their staff. hey learned that many patients prefer to communicate through text and even Facebook Messenger, but their systems didn’t allow for those channels of communication. What’s More, they were missing hundreds of patient calls per day, but had very little visibility into when, why or how to optimize staff to improve answer rates. They retained TechOps Partners to analyze the current communications workflows, develop a plan to improve communications and implement the plan with minimal disruption to staff and patients. After the system was installed, TechOps monitor key performance indicators such as missed calls, average handle time, and staffing to provide optimization suggestions.