Client Background
A longstanding, market-leading healthcare provider with multiple locations across their regional network was facing the limitations of an aging on-premises phone system. The system powered both their voice communications and contact center, but had become costly to maintain and difficult to manage.
Routine tasks such as reporting required highly skilled resources or outside consultants, limiting visibility into the business and driving up operational costs. The organization recognized the need to move to a modern, cloud-based solution that could better support their growth and evolving patient care goals.
The Challenge
The client’s existing infrastructure was complex, inflexible, and increasingly unreliable. Network outages disrupted operations and impacted their ability to deliver a consistent patient experience. The leadership team sought a cloud communications strategy that would not only modernize their technology but also align with their long-term business and growth objectives.
Engagement & Discovery
Bloom Technology Partners was engaged to lead a Unified Communications and Contact Center evaluation. Through deep discovery sessions, we gained a holistic understanding of the client’s business environment, pain points, and growth plans. During this process, our team identified intermittent network outages and recognized that the network itself would need to be modernized before any successful migration to cloud communications could occur.
Because Bloom is vendor-agnostic and not driven by sales quotas, we were able to take an unbiased, strategic approach—focusing on what was best for the client, not what was easiest to sell. Our roadmap prioritized foundational network improvements while planning for a phased rollout of unified communications and contact center modernization.
The Approach
With the client’s objectives defined, we evaluated a range of technologies including diverse network connectivity (fiber and broadband), SD-WAN, cloud firewall, and UCaaS/CCaaS platforms. Before introducing any vendors, Bloom pre-qualified options to ensure a strong fit for the client’s size, industry, and future needs, making the client-facing sessions highly productive.
We collaborated closely with the client’s IT and Finance leadership to design a project timeline that minimized disruption and budget impact. By carefully planning transitions and contract renewals, we reduced overlapping costs between legacy and new systems, optimizing cash flow and ensuring a smooth migration.
The Solution
The final solution was a two-phase modernization project:
- Network Transformation: Implementation of SD-WAN with carrier diversity, providing multiple internet connections at each site to strengthen resilience and improve performance.
- Unified Communications & Contact Center Modernization: Migration to a cloud-based UCaaS and CCaaS platform, giving the organization real-time visibility into performance metrics, customer interactions, and employee productivity.
With a solid network foundation in place, the client was able to confidently move into the cloud communications phase. The new platform provided actionable insights into patient interactions and set the stage for continuous innovation and growth.
Results & Impact
Operational Efficiency & Cost Savings:
Bloom’s negotiation expertise delivered cost savings across multiple services, allowing the client to reinvest in high-impact areas of the business.
Improved Reliability:
During the network rollout, the client immediately experienced the value of their new carrier-diverse infrastructure. When their legacy network failed at one site, the new system maintained uptime seamlessly.
Enhanced Customer Experience:
Within weeks of going live on the new UCaaS and CCaaS platform, analytics revealed that roughly 30% of calls were previously going unanswered during peak periods. Armed with this new insight, the client quickly implemented an auto-callback feature and began exploring virtual agent capabilities to better handle high-volume times, directly improving both patient and staff experiences.
The Bloom Difference
Bloom Technology Partners brought deep expertise and an unbiased, strategic perspective to guide the client through a complex transformation. Our hands-on approach helped the organization navigate contract liabilities, manage costs, and make confident technology decisions.
The client appreciated the efficiency and transparency of our process, saving them countless hours of vendor evaluation and accelerating their path to modernization. Today, they view Bloom as an extension of their team and a trusted partner for ongoing IT strategy and innovation.
Looking Ahead
Building on the success of the network and communications transformations, Bloom and the client have continued their partnership to advance the organization’s cloud journey. Future initiatives include migrating on-premises workloads to the cloud and developing a scalable, comprehensive security program to support continued growth.