Debesis PBX + IVR + SMS
The Debesis PBX with voice announcements of the Monitoring Centre’s hours and simple IVR navigation. The SMS module handles confirmations, reminders and quick instructions for patients.
Case study • healthcare (Poland)
Medicalgorithmics — multichannel patient service for mobileHolter and automated orders
Debesis provides a stable working environment for the mobileHolter Monitoring Centre: a PBX with SMS, ticketing, a patient portal, device inventory and courier and medical integrations automate orders, shorten handling times and raise efficiency without adding staff.
Summary
Project summary mobileHolter
Since 2012 Medicalgorithmics has provided Holter heart diagnostics. As mobileHolter grew, the company needed a stable, integrated environment for patients and doctors — from first contact through device shipping to remote monitoring and reporting.
In 2016 Medicalgorithmics started working with Debesis, rolling out the Debesis PBX phone system with an SMS module and voice announcements of the Monitoring Centre’s hours. Later stages added the ticketing system, the customer/patient portal, a device inventory module and courier and medical integrations.
The result: a stable working environment for the Monitoring Centre, shorter patient handling, automatic orders and reservations, and a visible efficiency gain without adding staff. Multiple channels and integrations moved most repetitive, necessary tasks from staff to the system.
Context
About the customer and the main challenges
Medicalgorithmics Polska Sp. z o.o. specialises in cardiology solutions, including the mobileHolter service, built on the international experience of Medicalgorithmics S.A.’s partners. Its aim is to give patients continuous heart care with a simple, fast process.
Fast growth of mobileHolter meant rising order and contact volumes — from patients and doctors alike — and the usual challenges of scale:
- the need for a reliable hotline with clear opening-hour messages and simple navigation,
- shorter handling time and minimal manual data entry,
- unified contact channels (phone, SMS, email, portal) linked to the order flow,
- full visibility of orders and device stock,
- a tightly integrated information flow with external medical and courier systems,
- a controlled, auditable process with clear statuses and SLAs.
Strategy
Project goals mobileHolter
Together with the Medicalgorithmics team we defined operational and quality goals:
- A stable, reachable hotline with voice announcements of the Monitoring Centre’s hours (PBX + IVR + SMS).
- Ticketing system that organises patient and doctor cases, tracks statuses and SLAs and supports the teams.
- Customer/patient portal – a secure self-service space for requests, status checks and instructions.
- Device inventory with a full register, reservations and a history of issues and returns.
- Courier integrations – automatic shipping and return orders, tracking numbers, labels.
- Integrations with external systems (including medical ones) – automatic data flow between systems.
- SMS communication – status notifications, reminders and links to instructions for patients.
Solution
Scope and key features
The project combined several areas into one integrated process: phone, ticketing, patient portal, device inventory, courier logistics and medical integrations.
Ticketing system (medical helpdesk)
Every contact (phone, email, portal) is logged as a ticket with priority, status and SLA. Routing rules send cases to the teams: monitoring, logistics, administration, IT, billing.
Customer/patient portal
Patients and doctors can raise requests, track order status, download materials and use the FAQ. The portal is connected to ticketing and offers secure sign-in.
Device inventory (RMA / asset)
Device registration and programming, assignment to patient and order, reservations and test dates. The system keeps records of issues, returns and stock, plus equipment usage reports.
Courier integrations
Shipments and labels are created automatically, tracking numbers assigned and devices returned after the test. Addresses and shipping details come from the completed forms.
Medical system integrations
Two-way data exchange: orders, statuses, results, patient and device data. Orders are created automatically when the device is programmed — no retyping.
SMS communication
Reminders about shipping and returning the device, notifications about reservations or missing data, and links to mobileHolter instructions. The patient knows what to do and when.
Working with the system
Sample mobileHolter scenarios
Device programming → automatic order
After the form is completed, the system automatically reserves a device and creates a logistics task. The courier booking and label are generated without staff involvement. Reception receives a ticket with the status “Shipping in progress”, and the patient a text message with details.
Patient call → ticket + SMS
The PBX logs the contact and the IVR routes the patient to the right queue (technical, logistics, paperwork). A ticket is created and the patient receives a text with instructions or a call-back time.
Device return → courier integration
After the test the patient reports the return in the portal. The system books a courier, creates the label and, once the device is back in stock, updates inventory and closes the RMA loop in one process.
Results
Main results
Integrating PBX, ticketing, the patient portal, device inventory and logistics gave Medicalgorithmics a stable, scalable mobileHolter process — without adding staff.
Stable Monitoring Centre environment
High hotline availability, organised IVR queues and call recordings allow continuous quality control and quick reaction to operational issues.
Higher efficiency without more staff
Automating the path form → reservation → logistics → courier takes a lot off the team. More tests are carried out in the same time with the same number of staff.
Much shorter handling per patient
Test orders are created automatically when the device is programmed, and the patient is guided by text and the portal. Fewer “where is my parcel” calls, more time for real work.
Transparency and auditability
The full history of contacts, statuses, device issues and returns and shipments makes audits, billing and process decisions easier.
Better service and reporting
The IVR organises traffic, recordings support coaching, and ticketing and PBX reports inform decisions on staffing, hours and scripts.
One source of truth
Phone, SMS, portal and device inventory are tied together by tickets and medical integrations. Every case has one number, one status and a complete history.
Takeaways
Why it works
- One source of truth – phone, SMS, portal and device inventory tied together by tickets and integrations.
- Automating key steps reduces manual data entry and errors.
- Medical integrations ensure consistent, fast flow of clinical information between systems.
- Courier integrations shorten logistics and reduce “where is my parcel” calls.
- Reports and recordings provide real data to optimise staffing, hours and messages.
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+48 22 699 99 00 · helpdesk@debesis.pl
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+48 22 699 99 09 · biuro@debesis.pl
Mon–Fri · 08:00–16:00 CET
Help desk for customers
+48 22 699 99 00 · helpdesk@debesis.pl
Mon–Fri · 08:00–19:00 CET · in English and Polish