As the only wearable defibrillator on the market today, ZOLL Medical has seen rapid growth with the LifeVest subsidiary. However, the increasing demand for the LifeVest device has led to an overwhelming volume of incoming faxes. According to Josh Stauffer, Director of Information Technology at ZOLL, “Because the product is ordered via cardiologist prescription, and doctors primarily still use faxing as their communication channel, we’ve grown from 100–200 faxes to 1,600 faxes a day on average.”
Initially, two small third-party cloud-based fax solutions had been used to manage the orders and documentation coming in through the LifeVest toll-free fax numbers. The setup was not ideal: ZOLL was using two separate fax solutions for redundancy purposes and the failover process was manual. As fax volumes grew, the solutions became unreliable.
Stauffer describes the challenges: “The 800-number was owned by us. We managed the telecommunications connections (telco) around it, and if there was a problem with one solution, we’d manually switch over to the other one. If we needed support, we’d have to wait for 45 minutes to an hour. The solutions were basically geared more for online ‘mom-and-pop shop’ faxing.”
As fax volumes increased, ZOLL began having issues with unreliable fax delivery. Faxes failed mid-delivery or sometimes were not delivered at all. Stauffer realized it was time to make a change: “We were just overloading their fax server. We knew we had to take a step back.”
RightFax Connect Provides a Market-Leading Fax Solution
With such a rapid growth rate, it was clear that ZOLL needed an enterprise fax solution. Stauffer turned to his trusted, local strategic partner AEC Group, a Pittsburgh-based technology solutions provider that focuses on delivering infrastructure, virtualization, and communications solutions. Working with AEC Group, Stauffer and his team recognized that, as the market leader in fax solutions, RightFax was the best way to remedy their ailing fax system. RightFax provides the on-premises fax server infrastructure for their faxing operations. However, ZOLL also implemented RightFax Connect to transmit faxes via the cloud.
Stauffer describes the decision-making process: “We looked at the different options that OpenText RightFax has—a hybrid deployment of RightFax Connect using the cloud with the on-premises solution was perfect for us. And the price—OpenText beat the price of our existing fax solutions, based on the number of faxes that we have.”
Hybrid Cloud Deployment Provides a Safe, Secure Option
Because they were replacing existing cloud solutions, Stauffer was particularly interested in the RightFax Connect hybrid deployment option, which combines cloud-based delivery of faxes with the on-premises RightFax server. A fully outsourced, cloud-based telephony solution for the RightFax server, RightFax Connect frees up valuable IT resources, yet it protects data using industry-standard encryption algorithms, security controls, and safeguards. The solution provides full control over the on-premises RightFax server and data, even when transmitting via the cloud.
By moving fax transmission to the cloud, RightFax Connect automatically provides the capacity needed for the growing LifeVest fax volumes in a cost-effective manner. RightFax Connect also provides a very important benefit to ZOLL: no busy signals for incoming faxes. With the urgent nature of their business, reliably receiving and processing incoming faxes is critical.
Stauffer explains that the main appeal of the hybrid option was “not managing the telco component of the solution. Having fax servers and dealing with the telco and the lines and all of those modems, it was an easy choice to say, ‘I don’t want all of this stuff on-premises.’ So, along with stability, scalability, and market presence, that’s really what steered me toward RightFax Connect.”
With more LifeVest orders coming in every day, Stauffer and his team were quick to implement the new system. Soon, all inbound faxes were coming through the RightFax solution. “About 1,600 faxes per day,” says Stauffer. “It’s all the documentation around the LifeVest prescriptions—patient agreements, medical orders, repeat documentation.”
Using RightFax Connect, the team was able to port over its toll-free numbers. Stauffer describes the process of transferring ownership of the toll-free numbers to RightFax: “The whole process was really smooth. Our two numbers receive the bulk of the 1,600 faxes a day, and that transition went very smoothly.”
Now, when a faxed order comes in to the LifeVest number, RightFax Connect securely delivers the fax to the on-premises RightFax server, which then delivers the fax to an email inbox. From there it enters ZOLL’s order/ticket system, Request Tracker. All faxes enter a main queue and are then put in regional queues for immediate processing.