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How BTP Delivered Audio Standards For a Large Healthcare Provider

Project Overview

A leading healthcare provider, headquartered in Tacoma, WA, a non-profit organization that owns and operates a chain of hospitals in the state of Washington.

They employ more than 20,000 people who depend on audio and video solutions for their personal workflows whether they are related to the clinical work or the call center operations. As a large organization, their IT service desk team needs solutions that is compatible with all their phone systems, and their IT procurement team needs a selection guide that employees can use for discovering and ordering the parts.

BTP Services Snapshot

  • Audio (headsets and speakers) solutioning
  • Video (webcams and video bars) solutioning
  • IT helpdesk
  • Integration with the client’s IT procurement system

Understanding The Challenge

Over the last 20 years, the client’s business communication strategy has evolved as they have grown both organically and through acquisition. In the Tacoma location, they used to have Nortel phone systems which were migrated to Cisco on-prem PBX. They had a mix of Nortel desk phone (various desk phones), Cisco desk phone (various models), and Cisco Jabber users. They acquired a chain of hospitals in the Spokane (northeast Washington) area which came with Avaya phone system.

During the pandemic period, they on-boarded Microsoft Teams as their primary meeting platform. After the pandemic period, their call centers were migrated from Cisco to NICE CxOne platform. Their IT/Telecom team was responsible for supporting different personas (doctors, nurses, clinical staff, admin staff, call center agents and supervisors) and needed solutions that are compatible for the different phone systems and meet the needs of all their personas.

These solutions should not generate a lot of helpdesk tickets, and if they do then they needed a supplier that will take care of them. The procurement team wanted to make it easy for the users to discover and order the parts they need to do their day-to-day job.

How BTPI Implemented The Solution

We went through a unique high touch process from discovery to implementation and took full accountability of the products we provided by taking on the support calls and filing the warranty claims. The client’s IT service desk and procurement teams were kept in the loop every step of the way and a new web portal was developed just for the client need to adapt to their procurement needs.

Discovery phase

BTP headset specialist engaged with the IT/Telecom team members to fully understand the needs of all the different personas. Most users preferred a secure, wireless, and comfortable solution for their office desks that were compatible with their phone systems (ability to remotely answer calls from headsets). Some users wanted USB and Bluetooth solutions to work from home that are compatible with Cisco Jabber soft phones. The call center staff needed USB corded headsets that are compatible with NICE CxOne MAX client and also wanted to support the users who were using the older wireless models until they successfully migrate to the new USB based solution. BTP headset team analyzed their requirement and came up with the recommended solutions in the form of parts and accessories (a visual PDF document).

Testing phase

The seed units were sent to the client’s IT team for testing. Once the IT team had successfully tested the devise, the employee on-boarding guides were created for specific phone systems (Cisco and NICE CxOne).

Standardization Phase

After the IT team tested and approved the seed units, the PDF documents were prepared for the procurement team’s review.

Procurement enablement

The client uses Lawson system to manage procurement of IT devices for their employees. BTP sent the list of parts and pricing to the procurement team so they can create those parts in their Lawson system and provide unique Lawson numbers back to BTP. The standard PDF documents are updated with these unique Lawson numbers. These PDF documents then are sent back to the IT and procurement teams so they can easily discover and order the parts for their users.


How BTP Made a Difference

The headset solutioning process is a high touch process that BTP offered to the client at no extra cost. As the client grew as a company over the last 20 years, BTP, as their primary headset vendor, worked with their IT/Procurement teams to adapt and evolve their standard for the audio/video devices. After 15 years, we had 15+ standards created for various locations and phone systems and it was getting hard to keep up with distributing the latest PDF documents to the users. BTP invested in creating a secure web portal where only the client employees have access to where all the PDFs were organized by location and the phone systems. This web portal made it possible for the The client users to self-discover and order the parts they needed for their day-to-day job and removed the IT procurement team as being the bottleneck.

BTP is the only headset vendor that stands behind the headset solution they provide with a lifetime support for troubleshooting and warranty fulfilment. When the client staff is having any issues with their headset systems, they called BTP’s helpdesk service instead of their in-house IT service desk. If we find that a headset has gone into a non-working status, BTP will use its own account to file a warranty claim to expedite the shipping of the replacement device.

The client IT operations are simplified by leveraging BTP’s unique solutioning and support services. IT procurement workflow is customized to fit the client needs thus streamlining the discovery and buying process for the client’s end users.

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