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Velocity Driving Healthcare - Cleveland Clinic IVR
Customer Case Study - Cleveland Clinic

Overview
Located in Cleveland, Ohio, Cleveland Clinic is a non-profit, multispecialty academic medical Center that integrates clinical and hospital care with research and education. Cleveland Clinic was founded in 1921 by four renowned physicians with a vision of providing outstanding patient care based upon the principles of cooperation, compassion and innovation. Today, with more than 1,300 beds, Cleveland Clinic is one of the largest and most respected hospitals in America.

Key Requirements
Paging is a critical communication channel for Cleveland Clinic, with more than 55,000 pages sent per day. “As we started looking at ways to revamp and improve the coordination of care with paging, our main criteria was a highly reliable IVR system. Lives are on the line if the paging system is not working properly, and hospitals run 24x7. We were also looking for something easy to learn and support as our current programming staff needed to be able to build and maintain the system. Vendor support and responsiveness is the third critical criteria for the mission critical applications we were looking to use the IVR platform for” stated Robert Lemon, Lead Systems Analyst.

Application Details
The development team at Cleveland Clinic used Velocity to build an in-house paging system that allows pages to be redirected to other devices, announces an alternate contact for emergencies, and gives caregivers the ability to manage their availability to be paged. Status can be changed either over the phone, or over the web.
The IVR application took approximately 10 days to build and test. The team had estimated that it would take 3 months but the powerful Velocity SDK dramatically reduced the development time. “The supplied examples and superb and responsive technical support really helped get our team going. We have an internal team of 4 developers that were supposed to be working on the application, it took 1 just an hour to get the first prototype up and running and just a few days before the application was working full featured. We had also budgeted dollars for bringing in external help that was not required” stated Robert Lemon.

Benefits
Cleveland Clinic were able to turn what they had expected to be a 3 months development project around in 10 days. They were able to build their application with fewer resources and without hiring in any external expertise. The financial saving alone is staggering, however, the staff at Cleveland Clinic are very clear that the real benefit of their Velocity based application is its positive impact on Patient Safety.

Why Velocity™ ? - From a Customers Perspective
“First it was chosen because it was a .NET API, you could try it for free and see if it meets your needs, I think it took us longer to evaluate all of the IVR development packages than it did to write our application!The technical support staff at Glorsoft is amazing, they were very responsive, I don’t think I every talked
with them directly just via email but the turnaround was fast. Questions were answered with useful examples,new features were added when we found something we needed that was not already in the product. Glorsoft has the best technical support of any company that I ever worked with, hands down the best!”Robert Lemon, Lead Systems Analyst.

In closing, we asked Cleveland Clinic to comment on their experience of using the actual Velocity SDK to which they stated it is “amazingly simple to use and very powerful. Very intuitive even for someone that has never done IVR application programming before”. The Velocity IVR Development Toolkit is available to download free of charge at www.glorsoft.com

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