SOURCE: Whaleback Systems

Whaleback Systems

July 23, 2012 08:00 ET

SRS Medical Responds to Patients Faster and More Efficiently With Whaleback's CrystalBlue Contact Center

Urinary Diagnostic Company Improves Customer Service and Patient Care

PORTSMOUTH, NH--(Marketwire - Jul 23, 2012) - Whaleback Managed Services, the leader in managed unified communications services, today announced that SRS Medical has selected Whaleback's CrystalBlue Contact Center to improve customer service and consolidate their communications.

SRS Medical designs, manufactures and markets proprietary medical devices for the diagnosis of lower urinary tract symptoms (LUTS) and for the treatment of urinary incontinence. Doctors and medical staff regularly contact SRS support staff with questions during patient procedures. SRS support staff are distributed in three separate locations, each location having its own separate phone systems. Customers could call two or three different numbers before they reached the right person. Whaleback's CrystalBlue Contact Center unites the three locations under one communications system allowing them to route calls quickly and efficiently, improving customer service and patient care.

"We speak with clients all the time and prior to installing the Whaleback Service, we were constantly telling people to call several different telephone numbers for assistance which was frustrating for both our clients and our staff. Now it's like we're all sitting in the same building," said David Mahoney, Vice President Sales & Marketing for SRS Medical. "With Whaleback we are able to prioritize and queue calls easily. Frequently, medical staff will call during a patient procedure so it is very important that we can prioritize the call and get the right person on the phone quickly."

"Whaleback Unified Communications allows SRS Medical to focus on serving its patients rather than worrying about its communications," said Karil Reibold, CEO of Whaleback Managed Services. "With Whaleback, SRS Medical is now able to create a cohesive multi location solution that streamlines operations, cut costs, and leverages employees under a single communications service."

The CrystalBlue Contact Center enables organizations to better manage inbound calls by quickly ensuring that all incoming calls are automatically routed to the correct individual or department through simple and easy to setup automatic call distribution groups. The service is easily scalable providing easy agent-by-agent expansion using a web-based dashboard for configuration and monitoring. Agents need a PC, phone and Internet connectivity to be productive. Deployments that once took months are up and running within hours.

Benefits of Whaleback's CrystalBlue Contact Center include:

  • On-demand service with no hardware or software investment upfront, scaling up or down according to business needs.
  • Virtual design for multi site and home operations without additional effort or cost. Agents can be anywhere using an Internet browser and phone.
  • Automatic Call Distribution (ACD) and advanced rule definitions determine which agent receives the next call, considers defined skill sets per agent, priorities, longest idle time, and queue thresholds for better customer service.
  • Web-based interface for real time monitoring, reporting, and agent log-in. Supervisor configuration screens give complete control of all aspects of the contact center environment. The web-based Configuration Manager makes it easy to setup and manage agents.
  • 7x24 operations with call routing across multiple sites for follow-the-sun call handling.

About SRS Medical
SRS Medical is a privately held company that designs, manufactures and markets proprietary medical devices for the diagnosis of lower urinary tract symptoms (LUTS) and for conservative treatments of urinary incontinence

About Whaleback Managed Services
Whaleback Managed Services is a leading provider of cloud-based managed unified communications services for small and medium enterprises. Whaleback's end-to-end, business-class voice services enhance productivity and reduce operational and capital expenses by offering flexible, feature-rich VoIP calling packages, proactive, centralized monitoring and management, and high-touch customer service. Whaleback's optimized cloud-based managed voice services are used by customers with single and multi-site environments in industries including retail, legal, financial, real estate, service, medical, construction, food, tourism and more. For more information about Whaleback Managed Services visit

Contact Information

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    Lisa Allocca
    Red Javelin Communications
    +1 (978) 470-2227
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