The Challenge: WebPT , founded in 2008 by Dr. Heidi Jannenga, PT , DPT , ATC, and Brad Jannenga, is the market-leading web-based electronic medical records (EMR) platform for physical, occupational, and speech therapists. The company is based in Phoenix. Back in 2015, WebPT faced challenges with its Shoretel telephony system, and the team realized they needed to make operations more customer-focused. Among these challenges, WebPT’ s call routing structure resulted in long customer wait times, and managers were unable to monitor how members of the sales and service teams were performing. Jessica Dimino, the Operational Excellence Manager explains, “Our workforce management suffered because we didn’t have a good pulse on any real-time data.” WebPT offers a high-touch service, and n

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