Downtime isn’t an option
With 900-plus staff across 45 locations, Integral Care helps people build health and wellbeing, so everyone has the foundation to reach their full potential. In addition to supporting adults and children living with mental illness, the agency provides a 24-hour Crisis Helpline that’s often the first point of contact for people needing immediate emotional support. It’s complemented by other key services, such as ongoing counseling to improve mental health, drug and alcohol treatment for recovery, and housing to regain health and independence.
However, technology issues degraded service levels. “Our legacy on-premises contact center system was unreliable, hard to scale, and expensive to maintain and add features,” said Sunila Levi, CIO at Integral Health. “On average, we used to suffer two or three outages a month — each lasting 15 minutes to 5 hours, and additional hours/weeks on identifying root cause analysis (RCA) of these outages. During that time, we’d be unable to answer critical calls, which was totally unacceptable.”