Industry: Healthcare
Area of Expertise: Custom App Development
Background
As our healthcare client’s organization grew, their existing phone system built on Google Voice was no longer able to support their operational needs. Difficulty tracking patient communications, routing calls efficiently across multiple departments, and managing inquiries such as new patient requests and after-hours emergencies were no longer feasible.
Without a centralized and connected solution, staff were required to rely on manual processes to handle calls, limiting visibility and slowing response times.
Overview
To address these challenges, we implemented Zoho Voice to replace the client’s existing Google Voice setup, which lacked integration with their Zoho One system. The client required a complex IVR tree capable of routing calls across multiple people and departments.
The solution included:
- Implementation of Zoho Voice
- Development of a complex IVR routing structure
- Integrations with CRM and Desk
- Custom integration to extend system functionality
Features
CRM
Zoho CRM was used to capture and store call data generated from Zoho Voice.
Call activity was associated with CRM records, forming the basis for triggering automated workflows and maintaining a history of communications.
Voice
Zoho Voice was implemented to replace the client’s Google Voice system and support a complex IVR tree for routing calls across multiple departments and entities.
A key limitation encountered was that native integrations of Zoho Voice do not pass IVR button selections into CRM or Desk, preventing routing based on caller input.
To address this, the IVR was re-architected so that each option forwards calls to a unique, hidden line on the backend. This allowed workflows to be triggered based on the number auto-dialed by the IVR tree rather than the button pressed.
Catalyst
Zoho Catalyst was used to build a custom integration that addressed limitations in Zoho Voice.
It was responsible for triggering workflows that retrieved call recordings and transcripts after calls were completed, that then triggered the appropriate automation. These automations included creating custom tickets in Zoho Desk as well as moving the call transcript and recording to Zoho Workdrive.
Workdrive
Zoho WorkDrive was used to store call recordings and transcripts with shared permissions.
Files were uploaded automatically and linked back to CRM records as part of the custom workflow through Zoho Catalyst.
Desk
Zoho Desk was used to manage tickets generated from call activity.
Workflows were configured through Zoho Catalyst to create tickets linked to call records, allowing teams to track and manage requests efficiently.
Outcomes
This solution has enabled the client to move away from fragmented workflows and toward a more integrated and efficient system for managing communications.
- Centralized call management system integrated with CRM and Desk
- Enabled effective call routing across multiple departments and entities
- Eliminated manual processes for accessing and sharing voicemails
- Utilized Zoho Catalyst to bypass native limitations in Zoho Voice
- Improved organization and accessibility of call recordings and transcripts
- Created a more controlled and scalable communication system
What was once a logistical headache turned into a streamlined, fully integrated communication system that supports efficient operations and scalable growth.
If you’re facing similar challenges, reach out to our team to explore how we can help optimize your systems.
Existing Clients:
Contact your current Nimbis Designs account manager to learn more.New Clients:
Schedule a free virtual consultation with Nimbis Designs here!
New Clients:
Schedule a free virtual consultation with Nimbis Designs here!