Apria Healthcare Case Study
Evolve IP Provides Disaster Avoidance, Visibility into the Call Center, Improved Customer Experience, and Significant Cost Savings for Apria Healthcare.
Apria was seeking a phone system and call center solution that would unify its 550 locations, and provide cost-savings, simplification, and a good customer experience with disaster recovery capabilities to support its customer’s critical medical needs.
Apria Healthcare is 12,000 employees distributed across 550 U.S. offices, operated with disparate ACD/PBX solutions at every location – Avaya at the larger locations and a mix of various platforms at the smaller locations. The maintenance of the IT infrastructure was outsourced to a managed services provider.
A few years earlier, when Hurricane Katrina hit New Orleans, Katrina storm waters knocked out telephone service, preventing Apria employees in the area from taking calls from customers – many of whom had made hurried departures to escape to higher ground and were now in need of extra oxygen tanks, among other supplies.