Shady Side Hospice
Background
Shady Side Hospice is the largest not-for-profit hospice in the United States. SSH has been in business in Tampa, Florida for 21 years. It employs 1,100, of whom 800 are full-time.
The Problem
Shady Side Hospice has 11 Admission Representatives that deal with hundreds of doctors, hospitals, and other contacts on a continual basis. Unfortunately due to the absence of an effective contact management tool, SSH was constrained to the limited effectiveness that spreadsheets or handwritten notes could produce. In trying to maintain contact information SSH reps were reliant upon their own individual systems of keeping communication notes, recording histories, and scheduling future appointments. Without a central database for contacts and their unique information, it was impossible for more than one person to ascertain real-time specifics when dealing with any given client.
As a Novell shop SSH was looking for a product that would not only fulfill their contact management needs, but would also integrate with its successful Novell GroupWise platform. Because SSH’s Admission Reps were doing business in four counties surrounding Tampa, they were in need of a software solution that would provide remote access; allowing them to more completely and effectively do their job while on the road.
The Solution
GroupLink’s ContactWise has enabled SSH to better service their customers while simultaneously enhancing their operational capabilities. “We are in the business of helping and comforting patients and their families in times of serious need, the ability to access and provide real-time information is very important to them and us,” said Vic Polonski, CIT Director for Shady Side Hospice. “With GroupLink our reps can access ContactWise as well as our patient database remotely, giving us access to live information and allowing us to do our jobs a lot better.”
Where once SSH’s employees were left to fend for themselves when dealing with crucial customer information there is now a fully-functioning and easily accessible contact management solution. “Now anyone who may encounter the need to access specific information on any / all of our clients has the access and information available to them that was once known only by one or two individuals,” said Polonski. “The affordability of accurate and up to date information has made our employees very happy.”
Conclusion
With the implementation of GroupLink’s ContactWise, Shady Side Hospice has enabled their employees to better serve their customers. While providing better care and attention to their customers, SSH’s Admission Representatives have experienced a more productive and user-friendly means of providing their services. “ContactWise has been a great success for us,” said Polonski. “This tool has integrated perfectly with our Novell system and consequently empowered our staff to function at a high level they previously had not experienced. ContactWise has facilitated business and we look forward to expanding our use of this product in the near future.”
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