Busy clinic radically improves patient communications and staff efficiency with bidirectional text messaging A swamped call center struggled to manage high call volume Monterey Spine & Joint (MSJ) is a sizable musculoskeletal specialty and physical therapy clinic in Monterey, California, where the physicians and staff see about 5,300 patients a month. Before using ArteraTM, their call center was overwhelmed with 800 to 900 phone calls a day. With seven full-time phone operators, the call center was over capacity and up to 40% of inbound calls went unanswered. MSJ knew they needed a better solution to help alleviate their call volume especially since a large percentage of the calls were routine requests for prescription refills or appointment confirmations. But since their patien

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