SOURCE: Toshiba America Information Systems Inc., Telecommunication Systems Division

Toshiba America Information Systems Inc., Telecommunication Systems Division

June 01, 2011 11:00 ET

Axium Healthcare Pharmacy Improves Customer Experience With Toshiba Strata CIX Phone Systems

IRVINE, CA--(Marketwire - Jun 1, 2011) - Toshiba America Information Systems Inc., Telecommunication Systems Division (Toshiba -- www.telecom.toshiba.com) has helped Axium Healthcare Pharmacy improve customer communications with Toshiba's Strata® CIX™ IP business telephone system. Based in Lake Mary, Fla., Axium Healthcare Pharmacy Inc. is a nationwide, privately held clinical specialty pharmacy licensed to operate in all 50 states.

Norbert Cointepoix, director of IT, identified the need for a business telephone system that would:

  • Provide flexibility and scalability to grow with the company;
  • Provide a smooth, cost-effective migration from an earlier Toshiba digital telephone system;
  • Allow the company to have a mix of IP and digital telephones on the same system;
  • Facilitate centralized remote administration for all locations;
  • Expand and enhance the call center capabilities;
  • Ensure that the call center meets regulatory compliance;
  • Effectively handle nearly 20,000 incoming and outgoing monthly calls; and
  • Support Axium's mission to continually improve service to their patients, physicians and health plans.

Cointepoix turned to American International Communications Inc. (AIC). AIC has been an Authorized Toshiba Dealer for more than 20 years.

Shawn Strumlauf, communications engineer at AIC, recommended the Toshiba Strata CIX IP business telephone system and Strata ACD call center solution to meet Axium's needs.

Installed by AIC, Axium has a Toshiba business telephone system that consists of:

Result #1: Flexibility and Scalability to Grow the System

With the ability to network multiple systems, Toshiba supports Axium's goal of being able to grow the system as the company grows, including adding IP Phones in virtually any location -- with or without a Toshiba system on-site -- as well as new applications. Toshiba's flexible approach to solutions helps Axium's IT team choose the applications they need today on an "a la carté" basis. They can add or change applications to meet their changing needs.

A Toshiba customer for more than 10 years, Axium migrated from its previous Toshiba digital telephone system, which allowed it to keep and reuse its digital telephones as well as many station cards, line cards and other equipment. This resulted in a significant cost savings over buying an entirely new system and made good on Toshiba's promise to leave no customer behind.

Result #2: Enhanced Contact Center Capabilities

Axium has a dozen ACD groups on its Strata ACD system, including bilingual patient care groups and certified clinical teams. The enhanced ACD system helps route the customers to the right group with the right language and right training faster than ever. With nearly 6,000 incoming calls and 14,000 outgoing calls every month, the Strata ACD solution delivers smooth call handling.

Using OAISYS Talkument call recording solution, Axium is able to review calls and train agents to help ensure the utmost professional and courteous care of its customers. Using Insight Reporting, Axium is able to improve the overall efficiency of the call center by tracking best practices for staffing and specialization. ACD reporting allows supervisors to review the call flow and helps them improve performance. Using the Wall Board, supervisors and agents can see how many calls are waiting, who's logged in, and more.

Using Talkument and Insight Reporting are also important contributors to meeting strict regulatory compliance requirements.

Result #3: Remote Administration for More Control

Using Toshiba's Network eManager remote administration tool, Cointepoix's team can now remotely manage the entire telephone system from their desks. They can easily make adds, moves and changes remotely for both the Florida and Puerto Rico locations. Having Network eManager has also eliminated the need for a technician at the Puerto Rico facility, contributing to the cost savings.

Cointepoix's team can also troubleshoot system issues more effectively since Network eManager gives them control over the system. Network eManager provides access to the entire system without having to wait for a service call or even having to be on-site. They can even make changes from their laptops while they are on the go.

Bottom Line: Axium Improves Customer Service While Saving More Than $60,000 With Toshiba Strata CIX

Toshiba's Strata CIX systems have met Axium's communications objectives, including:

  • Growing the system while allowing the migration of existing telephones, station and line cards from an older Toshiba system, resulting in a savings of more than $60,000;
  • Enhancing call routing, recording, and reporting for the call center, resulting in improved customer service while meeting government regulatory compliance;
  • Implementing remote management capabilities, which eliminated the need for a local technician in Puerto Rico, a significant annual savings; and
  • Reducing long distance costs to and from the Puerto Rico location by using IP telephones and four-digit dialing, resulting in an annual savings of $3,200.

"Thanks to Toshiba and AIC, we are able to give our customers the best possible customer service while saving on telecommunications costs and meeting government regulatory compliance requirements," said Cointepoix.

For an Authorized Toshiba Dealer, visit: www.telecom.toshiba.com

About Axium Healthcare Pharmacy Inc.

Axium Healthcare Pharmacy Inc. is a nationwide, privately held clinical specialty pharmacy licensed to operate in all 50 states. Based in Lake Mary, Florida, Axium specializes in providing physicians, patients, health plans and other healthcare providers with injectable and oral brand-name products as well as compounded pharmaceutical products. Its experienced patient care team is comprised of doctors of pharmacy, registered nurses, reimbursement specialists, and dedicated patient care coordinators who deliver the highest level of comprehensive care and clinical support with every prescription. Axium is the one-stop pharmacy solution for managing high-cost therapies. Its mission is to consistently exceed the needs and expectations of its customers and employees and create a compassionate, professional, clinical environment for its patients and physicians while delivering ongoing personalized care and unsurpassed customer service.

About Toshiba America Information Systems, Inc. (TAIS)
Headquartered in Irvine, Calif., TAIS is comprised of four business units: Digital Products Division, Imaging Systems Division, Storage Device Division, and Telecommunication Systems Division. Together, these divisions provide digital products, services and solutions, including industry-leading portable computers; televisions, TV/DVD Combination products, Blu-ray Disc and DVD products, and portable devices; imaging products for the security, medical and manufacturing markets; storage products for automotive, computer and consumer electronics applications; and IP business telephone systems with unified communications, collaboration and mobility applications. TAIS provides sales, marketing and services for its wide range of products in the United States and Latin America. TAIS is an independent operating company owned by Toshiba America, Inc., a subsidiary of Toshiba Corporation.

About Toshiba
Toshiba is a world leader and innovator in pioneering high technology, a diversified manufacturer and marketer of advanced electronic and electrical products spanning digital consumer products; electronic devices and components; power systems, including nuclear energy; industrial and social infrastructure systems; and home appliances. Toshiba was founded in 1875, and today operates a global network of more than 490 companies, with 203,000 employees worldwide and annual sales surpassing 6.3 trillion yen (US$77 billion). Visit Toshiba's Web site at www.toshiba.co.jp/index.htm.

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