Blood Diagnostics, Challenge

Blood Diagnostics

An intelligent communications solution by Avaya and Microsoft

Blood Diagnostics, Inc. (BDI) is an independent, wholesale distributor of plasma-derived pharmaceutical products. Founded on the principles of professional integrity, customer service and commitment to the plasma industry, BDI provides emergency 24/7 availability, unparalleled customer service, and extensive product knowledge. These principles and services define Blood Diagnostics’ customer-centric approach to serving the nation’s healthcare community. In addition to its headquarters location in Irmo, S.C., the company owns and operates two remote offices. The BDI location in San Diego, Calif. is a sales office. The Temecula, Calif. location is a distribution center. The company currently employs approximately 40 people. For more information, visit www.blooddiagnostics.com.

Challenge

BDI needed to replace an aging 3Com analog telephone system at its Irmo headquarters location with a solution that would also support its remote offices in San Diego and Temecula. BDI wanted a solution that would network the three locations and provide more cost-efficient and easier inter-company communications. In short, the company wanted a new communications system that would function as if everyone was working at the same location. BDI also wanted to prepare each location to gradually transition to IP telephony.

Solution

BDI evaluated a number of solutions before narrowing the choice to a Cisco or an Avaya system. The company ultimately selected the Avaya IP Office Solution because it has the flexibility to interface with both the analog phone system in place in Irmo and the IP phones in San Diego and Temecula. The hybrid functionality of the Avaya IP Office system also allowed BDI to make a gradual migration to IP telephony without having to install an entirely new voice and data network. BDI also found the Avaya IP Office to be extremely cost-competitive against other vendors’ products.

Results

▶Communications consistency. The seamless integration between the existing analog phone system, the Avaya IP Office Solution and the Microsoft Dynamics® CRM allows the company to function as one operation while serving customers from multiple locations.

▶Cost savings. Now BDI can run all of its inter-company long distance calls between its sites in California and South Carolina over IP and avoid costly toll charges.

▶Enhanced collaboration. And with three-digit dialing between locations, employees can also easily contact each other as if their colleague was across the floor instead of across the country.

▶Scalability. Given its tremendous growth over the past few years, BDI is also considering a move to a larger headquarters as well as opening more distribution points around the country. The company expects to add more offices and more digital telephones, while adding additional IP phones

as needed to their remote locations. The Avaya solution’s flexibility will allow BDI to add those telephones and additional lines quickly and easily.

▶Improved management options. The integrated Avaya and Microsoft Dynamics® CRM solution can generate detailed reports, making tracking and monitoring — on a real-time and monthly basis — a simple operation.

2 specifications

Avaya 2 is an advanced communications solution renowned for its robust features and adaptability, catering to businesses of all sizes. It is part of Avaya's strategic focus on delivering unified communications and contact center solutions that emphasize efficiency, collaboration, and customer satisfaction.

One of the main features of Avaya 2 is its seamless integration with a variety of communication tools. This includes voice, video, messaging, and conferencing capabilities that empower organizations to connect with employees and customers effortlessly. The system supports both on-premises and cloud deployment, allowing businesses to choose an infrastructure that aligns with their operational strategy.

Avaya 2 leverages cutting-edge technologies such as artificial intelligence and machine learning to enhance user experience. These technologies streamline processes by automating routine tasks and providing insights through data analytics. For instance, AI-driven chatbots can handle customer inquiries, freeing human agents to focus on more complex tasks, ultimately improving response times and customer satisfaction.

Another characteristic of Avaya 2 is its customizable user interface. The platform allows users to personalize their workspace, making it easier to access the features they use most frequently. This level of customization fosters better productivity, as employees can tailor the system to suit their specific workflows.

Security is a top priority for Avaya 2. The solution incorporates advanced security measures including encryption, authentication protocols, and compliance with industry standards to protect sensitive data. This is especially crucial for organizations handling proprietary information or customer data, as it mitigates the risk of breaches and builds trust with clients.

Moreover, Avaya 2 enhances collaboration through features such as team messaging and video conferencing, facilitating real-time communication among teams, which is essential in today’s hybrid work environment. Organizations can create dedicated channels for projects, ensuring everyone is aligned and informed.

Overall, Avaya 2 stands out in the crowded field of communication solutions due to its unique blend of features, state-of-the-art technology, and emphasis on security and customization. It serves as a reliable platform for businesses looking to enhance communication efficiency, improve collaboration, and elevate customer satisfaction in an increasingly digital world.