Fort Lauderdale , Florida (February 7, 2012)For over six years, Advanced Micro Services located in Miami, Florida, has helped Sunset Cardiology grow their medical practice by supporting their data network systems, hardware, and office equipment, as well as navigated their increasing data storage needs for their paperless electronic record management. When the practice began seeing issues with employee productivity and phone abuse, they turned to Advanced for help.
“They called us needing a call accounting software and we recommended OfficeWatch,” stated Ele Vargas, Account Manager at Advanced, who has worked with the company since 2006. Advanced Micro Services became a Partner Reseller of Metropolis Technologies products in 2009, and chose to distribute OfficeWatch because of its ease of installation and user friendly interface. Vargas explains, “Support has been great. I used [Metropolis’ Technical] Support to troubleshoot a challenge with the user’s caller ID. It took them two seconds to resolve the issue.”
The first sign that Sunset Cardiology was having an employee problem was when their phone bill arrived and showed numerous 411 and long distance charges. “We had some personal issues and some challenges with employees taking advantage of the workplace and the unemployment system,” explained Mariala Diaz, Office Manager for Sunset. One of her staff members was repeatedly calling the Florida Keys each day on the company phone, causing hundreds of dollars of unauthorized long distance charges. Diaz elaborated, “I had no idea who was doing it. I had to interview eighteen girls to find out who had a boyfriend in the Keys. I shouldn’t have had to do that.”
OfficeWatch Telemanagement is a call tracking and logging application that allows users to pull dynamic reports on call volume, receive alerts with location details of emergency calls, and analyze trunk capacity. TrafficWatch, a unique graphic interface feature of OfficeWatch, easily monitors each trunk line and shows users when these lines have reached their maximum load. This feature will be of particular benefit to Carlo’s Bakery to ensure their customers are able to connect with them, and not receiving a busy signal.
One troublesome employee used hours of her time on personal phone calls a day, which made other employees work harder to take up the slack, subsequently decreasing morale. “I want the workload to be balanced. If one employee is answering ten calls, and another is answering fifty, you know you have a problem.” When Diaz counseled the employee regarding her performance, the employee quit and filed for unemployment. Though Sunset contested the claim on account that the employee’s discharge was connected with misconduct, they were unable to demonstrate this with documentation, therefore the Unemployment Office proceeded with the claim. With OfficeWatch, Diaz now can quickly identify any productivity issues by easily pulling records showing how many calls each extension received, as well as track down any unauthorized phone calls that were made and their duration.
OfficeWatch Telemanagement logs all phone data directly from the Sunset Cardiology’s Toshiba IP PBX. Features of the application include frequently dialed number searches, activity by extension, call volume data, and tracking for inbound, outbound, and extension-to-extension calls. Through automated reporting, managers can set-up scheduled delivery of productivity reports monthly, weekly, even daily for automatic delivery to their email. OfficeWatch also provides Sunset valuable liability protection and ensures her patients always receive superior service from her staff. Diaz remarks, “If I have a patient complaining that they called yesterday due to an allergic reaction and they never received a call back, I can search the phone number and see what extension picked up the call, and whether or not a call back was made.”
When asked of her opinion of Advanced Micro Services, Diaz exclaims, “They are excellent! My office is complex and problematic; We use a massive amount of data, and I can’t just trust anyone with that data since our records are fully electronic.” After the OfficeWatch installation, Sunset Cardiology has seen a decrease in productivity issues. Knowing that they are being monitored, employees have ceased making any personal phone calls and have become more diligent regarding their job duties. In the event another incident does arise, Diaz is comforted knowing that OfficeWatch will help her to quickly identify the problem so that it may be addressed, and create a paper-trail of documentation.
“I would love to help other practices with challenging work environments like ours,” states Diaz. “If any office is experiencing phone abuse and productivity problems like we had, I would recommend OfficeWatch as a solution.”
For more information about Advanced Micro Services, please visit their website at: http://www.amscorp.biz.
Metropolis Technologies, Inc. is a leading telemanagement solution provider for telecom management and call accounting. The company’s distinctive product offerings, OfficeWatch, ProfitWatch, and AgentWatch provide visibility through call tracking, robust reporting modules, expense management, and trunk analysis. Headquartered in Fort Lauderdale, Florida, Metropolis has provided solutions to businesses throughout North America as well as on a global scale since 1993. http://www.metropolis.com.
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