A   C o m m u n i c a t i o n s   F a c e l i f t

A predominant supplier of facial rejuvenation surgery, with a unique patented service, was formed on September 11, 2001 in Michigan. Over the years they have grown from 0 to 40 locations in 35 states and still growing.

They have spent millions of dollars on advertising and their existing communications system was not capable of handling large call volumes that came in surges as a result of their national marketing campaigns. They had no wide area network that could connect various facilities and no effective way to get incoming calls to the right people. “We were loosing a large number of incoming calls,” because the existing phone system couldn’t handle the wild fluctuations, in volume, says Richard Wolski, Chief Financial Officier for the company. “During peak times the calls could not be distributed to the agents.” They turned to Business Communications Systems, Inc., A local Siemens Partner to look at their requirements and designed find a solution. BCS looked at their needed horsepower and recommended a HiPath 4000 and an Xpressions system. The designed system is networked to 40 HiPath 3550 switches located at their remote sites. In addition they installed a HiPath ProCenter Agile, which supported 30 agents, has already increased to 60 agents and is expected to double by the end of the year.

BCS was selected because they are a local company that analyzed their growth potential and helped them set up a communication system that allowed them to provide excellent service to customers and prospects generated from their marketing investments, while at the same time controlling costs. The Siemens system supported their call volume requirements and carried a solid brand recognized in the medical industry. In addition, the customer is realizing immediate monthly telco expense reductions because of the Siemens VoIP technology.

With peak call volumes coming at different times of the day Siemens Professional Services team and BCS implementated an outbound calling module, so during down times agents will be able to make calls – dialed out via the ACD. Benefits included no more dropped calls, more efficient process in setting appointments, improved service, increased revenue stream and best of all, return on investment dollars.

With its improved communications they are now poised for continued growth.

Congratulations to:

BCS Team:
Jim Gatt, VP of Sales
Matt LaFata, Sales Engineer

Siemens:
Johanne Ibsen, Channel Manager
Ross DeBernardis, Regional Channel Manager