Technology Evaluation | Health Care Services

Vickie Milazzo Institute Partners with RSA Corp to Implement Client Management and Strengthen Call-Center Support

The Vickie Milazzo Institute is the authoritative resource center for nurses seeking to explore the dynamic new field of legal nurse consulting. As the pioneer of this booming profession, the Institute helps nurses obtain legal nurse certification through online training and support. VMI was twice named one of the Top 100 Small Businesses in Houston by the Houston Business Journal. It was also selected as the 2004 Most Innovative Small Business by Priority magazine. In 2004, it was recognized as a Top 50 Woman-Owned Business.

Challenge

During VMI's rapid growth, its software and hardware infrastructure failed to scale to effectively support the business. The infrastructure was outdated and lacking in key business functionality, such as client relationship management and call-center support. VMI solicited vendor solutions to its infrastructure needs.

Solution

VMI invited RSA Corp to review proposals and evaluate feasibility. RSA Corp worked to understand VMI's existing business processes, application portfolio, and business priorities and objectives. Based on the findings, we investigated and evaluated technology alternatives.

Result

We were able to identify a more cost-effective solution to technology infrastructure problems, for less than 50 percent of the original proposed budget. We also identified an upgrade path for the existing telephony equipment, which allowed VMI to implement an automated call distributor (ACD) for the call center without replacing existing equipment. This was done at a cost less than what had been proposed for a stand-alone ACD.

At RSA Corp, we focus on creating solutions that are not only practical, cost-effective and meet business objectives, but also fit within the way the customer operates. With VMI, the infrastructure we recommended fit within budget constraints and satisfied current business needs with future business growth in mind.