Customer care and responsiveness to field issues is paramount in the culture at Health4U. Since their inception 6 years ago, Health4U has become a market leader in providing networking equipment for patient monitoring systems. Selling these systems into the hospital and healthcare environment increases the criticality for product reliability, responsive customer service, and effective customer communications.

Since Health4U markets their products into the hospital and healthcare environment, it is important for them to regularly communicate new product features, fixes, and product revision information to their customers every time a change to their system is developed. Previously, customer service personnel would compose field technical bulletins and customer correspondence using PC applications. They would then print the application and go through a time consuming task of manually faxing the documents from a traditional fax machine to each of their 100 plus customers.

The Solution

Health4U's Director of Customer Satisfaction, Shaun Edwards, realized that the company needed a more efficient process of providing customer communication in order to free up his people for other more important tasks. After a comprehensive review of TraiTel Telecommunications fax service, Shaun and his staff quickly recognized the advantages of utilizing email-based faxing from their desktop PCs. TraiTel allowed them to attach their PC documents to a fax cover page and broadcast technical bulletins to each of their customers with a few simple keystrokes. In addition, Health4U personnel receive e-mail notification on every fax whether it was successful or failed in transmission, giving them confirmation of delivery.

Now, regular faxes that used to arrive at Health4U via three fax machines that were stationed in separate sections of the building have been made redundant thanks to the service of TraiTel. "We no longer need to worry about the maintenance of our fax-machines, before we were changing toner at least once a month, and going through many paper rolls in the same period - now all our faxes arrive in electronic format to our reception personnel and are forwarded to the appropriate recipient immediately and without the hassles of having to hand deliver them"

In addition to improving the customer communication process, this new fax capability saves Health4U several hundred dollars per month in valuable personnel costs and significantly reduces their fax transmission costs. Health4U also saves several hundred dollars per month in telephone charges by taking advantage of TraiTel's economical fax rates.

This is another example of TraiTel Telecommunications ability to provide powerful and flexible integration to mission critical customer business processes by offering efficient economical fax services.