SUCCESS STORY

Medical Device Provider
Prescribes Enterprise Fax
Solution Powered by theOpenText Cloud
ZOLL Medical realizes scalability, security, and savings withOpenText™ RightFax Connect

ZOLL Medical Corporation is a leader in medical devices andsoftware solutions that help advance emergency care and save
lives, with products for defibrillation and monitoring, circulation andCPR feedback, data management, fluid resuscitation, therapeutictemperature management, and ventilation. In 2006, ZOLL acquired
LifeVest—the world’s first and only wearable defibrillator.

INDUSTRY

The LifeVest wearable defibrillator is worn by patients at risk for sudden cardiac arrest.
The device continuously monitors the patient’s heart, and if a life-threatening heart rhythm
is detected, it delivers a shock to restore normal heart rhythm. The vest offers patientsadvanced protection and monitoring, as well as improved quality of life. However, thedevice requires a prescription from a cardiologist, as well as documentation to support thediagnosis and medical need for the LifeVest. On a daily basis, ZOLL receives hundredsof faxed orders along with supporting documentation for the LifeVest device. For patientsat risk for sudden cardiac arrest, receiving the LifeVest as quickly as possible is vital. Tomanage the growing volume of these critical LifeVest faxes, ZOLL deployed the OpenText™
RightFax with RightFax Connect enterprise fax solution.

AEC GroupChallenges• Limited resources to manage fullAs the only wearable defibrillator on the market today, ZOLL Medical has seen rapid growthwith the LifeVest subsidiary. However, the increasing demand for the LifeVest device has
led to an overwhelming volume of incoming faxes. According to Josh Stauffer, Directorof 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 theorders 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.

Healthcare

CUSTOMERZOLL Medical Corporation

PARTNERCHALLENGES• Growing fax volumes were too high forexisting fax solutions• Unreliability of incomplete or failed

incoming faxes• Multiple fax vendors being used for

redundancy purposes, with manual failover
on-premises solution

SOLUTION
OpenText™ RightFax Connect

BENEFITS• Stable, scalable enterprise fax solution• Hybrid cloud deployment to free up IT

resources, but ensure data security• Reliable solution to meet time-sensitive SLAs
• Built-in high availability, failover, andredundancy for fax traffic

E N T E R P R I S E I N F O R M AT I O N M A N A G E M E N T

SUCCESS STORYHybrid Cloud Deployment Provides a Safe, Secure Option“We’re confident in theOpenText RightFaxConnect system that thefaxes are being delivered
in a timely manner that we
can consistently rely on.”JOSH STAUFFER, DIRECTOR, INFORMATION TECHNOLOGY,ZOLL MEDICAL CORPORATION

Because they were replacing existing cloud solutions, Stauffer wasparticularly interested in the RightFax Connect hybrid deploymentoption, which combines cloud-based delivery of faxes with theon-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 industrystandard 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 forincoming 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 thosemodems, 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.”

Implementation

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’dmanually switch over to the other one. If we needed support, we’dhave 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 notdelivered at all. Stauffer realized it was time to make a change:“We were just overloading their fax server. We knew we had totake a step back.”

Solution
RightFax Connect Provides a Market-Leading Fax Solution
With such a rapid growth rate, it was clear that ZOLL needed anenterprise 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 thedifferent options that OpenText RightFax has—a hybrid deploymentof RightFax Connect using the cloud with the on-premises solution
was perfect for us. And the price—OpenText beat the price of ourexisting fax solutions, based on the number of faxes that we have.”

E N T E R P R I S E I N F O R M AT I O N M A N A G E M E N T

With more LifeVest orders coming in every day, Stauffer and his
team were quick to implement the new system. Soon, all inboundfaxes were coming through the RightFax solution. “About 1,600
faxes per day,” says Stauffer. “It’s all the documentation aroundthe 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 wholeprocess was really smooth. Our two numbers receive the bulkof 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 mainqueue and are then put in regional queues for immediate processing.

Benefits
Cloud-Based Fax Delivery
The solution’s hybrid deployment option has given ZOLL all theease and flexibility of a cloud solution but with the on-premises
RightFax server. Stauffer explains: “I like the hybrid cloud abilityof OpenText RightFax Connect. I can offload the telco component
and let the experts do that. I don’t have to worry about it.”

Stability and Reliability
With RightFax up and running, Stauffer can now rest assured
knowing the solution has the capacity to handle the daily volumesof critical LifeVest documents. “We’re confident in the OpenText
RightFax Connect system that the faxes are being delivered ina timely manner that we can consistently rely on.” Whereas theypreviously used two separate fax solutions for failover and redundancy, RightFax Connect has built-in high availability, redundancy,and automatic failover all in one enterprise-grade solution.

SUCCESS STORY

The reliability of the RightFax system now allows ZOLL to meetcertain time-sensitive service level agreements (SLAs). Stauffer
describes the requirements: “We have some SLAs in place forstaff to touch these faxes within an hour of when it was received.
Any 10-to 15-minute delay has an impact. We have an agreementthat if you get all your documentation in by two o’clock today,
you’ll be fitted with the LifeVest by two o’clock tomorrow.”

Regulatory Compliance
Because LifeVest faxes contain protected health information,
ZOLL must ensure that all the HIPAA-required physical, network,and process security measures are in place to protect sensitive
patient data. With OpenText RightFax Connect, data is secured
with multiple layers of hardware and logical access controls
including multi-tiered firewall architecture, intrusion detection/
prevention systems, and multiple layers of end-to-end encryption
to protect data in transit.
Stauffer sums up the benefit the solution delivers when it comesto regulatory compliance: “We want to make sure that as wecontinue to grow we remain HIPAA-compliant. From a HIPAA
standpoint, I can manage the access to those documents here
on-premises. The OpenText RightFax solution helps ensure weremain HIPAA compliant.”

Fax Traffic Visibility
With RightFax automatically tracking all fax traffic, Stauffer andhis team now benefit from full visibility and management of faxes.
Stauffer explains: “We have reports now that we didn’t have inplace prior to RightFax. There were just so many question marks
before, and we didn’t really have a good reporting facility from theother inadequate fax solutions we had been using. We couldn’t
even tell you if faxes were being delivered. We couldn’t tell you ifthey were full faxes or not. We were getting partial faxes, pages
cut off, and other similar issues. We were fighting fires for the
longest time, without a lot of that visibility that we have now.”

Cost Savings with RightFax
In addition to avoiding the costs of in-house telephony by using thehybrid cloud model, ZOLL has also seen cost savings based on
the RightFax pricing model. Stauffer explains: “RightFax Connect
is less expensive per page, compared to what we used to pay.
When you get to the number of pages that we were pushing
through their systems, the cost was just incredible. So it’s definitely
more cost-effective and will continue to scale to meet our growing
business demands.”“I like the hybrid cloud ability ofOpenText RightFax Connect. I canoffload the telco component and let
the experts do that. I don’t have toworry about it.”JOSH STAUFFER, DIRECTOR, INFORMATION TECHNOLOGY,ZOLL MEDICAL CORPORATION

FutureAs Stauffer looks ahead to the next step with RightFax Connect, heplans to migrate all outbound faxing to the new solution. Outboundfax volumes are also on the rise, since part of the LifeVest ordering
process involves outbound fax communication with insurancecompanies. Once documentation is faxed in to ZOLL, much of it
is faxed back out to insurance companies.
Stauffer also intends to optimize the business processes aroundhandling faxes once they are received. “Currently, there’s a manual
process where someone has to open the document to identify
what type of document it is, whether it is complete, whether it
contains multiple documents that have to be split out into single
documents, and who it should be routed to next.” To automate thisprocess, Stauffer is considering leveraging the ability of RightFax
to integrate with OpenText Capture Center, which uses advanced
document and character recognition capabilities to capture thedata in scanned images and faxes and interprets it using opticalcharacter recognition (OCR), intelligent character recognition(ICR), intelligent document recognition (IDR), adaptive reading, andother technologies. This automation would allow incoming faxed
documents to be routed based on fax content, type of document,
patient information, and other defined fields.
Knowing the stakes are high when it comes to the delivery of
LifeVest orders, Stauffer is confident in the solution: “I would
highly recommend the RightFax Connect solution. As a hybrid
cloud deployment, it is the ideal enterprise solution to support
our business today, while allowing us to scale for the future.”

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