Case Study: SRSsoft Provides Customer Service at Optimum Speed

For more than a decade, Montvale, N.J.-based SRSsoft has been an innovator in the ever-evolving healthcare IT industry. SRS makes sophisticated digital technology practical for high-volume, successful medical practices. In contrast to traditional EMR (Electronic Medical Record) software, SRS delivers a system based on listening to the voice of the physician. By giving the physicians what they want, SRS helps them work more efficiently and achieve a rapid return on investment. SRS, which has built the largest national network of high-performance practices that successfully use EMRs, attributes its unmatched adoption rate to ease of use, fast implementation and accelerated timeframe for training physicians and office staff.

In the past year, SRS has experienced phenomenal growth, with 2008 mid-year revenues achieving record levels. SRS clients span the United States from coast to coast, encompassing more than 4,000 physicians in more than 450 practices of varying specialties and sizes. With an already significant foothold across the United States, the company continues to attract new members to the SRS nationwide network.

The Challenge:

SRSsoft’s nationwide customer support operates around the clock to ensure access to critical patient information is never disrupted and problems are resolved quickly. SRS prides itself on its responsiveness and the resulting high levels of client satisfaction.

The challenge for SRSsoft was that because of its phenomenal growth it had outgrown its T1 circuit and needed to select a new network provider that would help increase bandwidth and meet the customer service demands of fast-paced, nationwide health care practices in the most cost-effective and efficient manner possible.

“We needed increased bandwidth to empower our remote customer service staff with always-on access to mission critical data,” said Robert Harmonay, COO of SRS. “Optimum Lightpath provided us with clarity on pricing and a direct and simple implementation giving us the best possible option.”

The Solution:

The solution was to make the upgrade from its T1 to carrier-class Ethernet technology by switching to Optimum Lightpath. Optimum Lightpath's 100 percent fiber-optic Metro Ethernet network surpassed SRS’ telecommunications needs, enabling the company to run remote desktop services and point-to-point VPN on its network providing its customer service employees with speedy, reliable access from remote locations at any time.

“The solution was much more scalable and affordable than our T1, and with Optimum Lightpath’s [service] we get more bandwidth and increase our employees’ ability to respond in record time — in short, we are able to do much more for a lot less,” said Harmonay.

The Results:

SRS doubled its bandwidth without increasing its costs. “Because so much of what we do is done through the Internet and is dependent on getting answers quickly, making the switch to Optimum Lightpath enabled our employees to harness the speed and reliability we needed. We will continue to provide excellence in service to our growing roster of customers,” added Harmonay.

In addition, Optimum Lightpath established a direct connection to SRSsoft headquarters, which provides an additional layer of redundancy, reliability and scalability to the network.

With Optimum Lightpath’s Ethernet-based communications solutions, SRS is ready to meet and exceed its customer service needs at “optimum” speed.