From morning rush to clarity and control
Health Center Presikhaaf in Arnhem is a multidisciplinary healthcare hub where general practitioners and pharmacies work together under one roof. Reliable phone access is essential. Yet the phone lines were increasingly overwhelmed during the busy morning hours due to rising demand and staff shortages. Employees lacked control, and patients were left waiting.
Together with DuoCom, Presikhaaf looked for a way to distribute the workload more fairly and give patients faster clarity. The choice quickly fell on Plainwise as the central solution, supported by the telephony platform Xelion.
The challenge behind the question
The practice didn’t want to simply work harder — it wanted to work smarter. The issue wasn’t just the number of calls but the lack of control over the intense morning peak. Sometimes more than a hundred callers were waiting while only a small team was available. The need: control, insight, and predictability.
The solution: Plainwise as the control center
With Plainwise, Presikhaaf chose a way of working that brings calm:
Patient-chosen callback appointments: Patients select their own time slot. The system automatically schedules calls based on staff availability.
Real-time capacity management: If someone calls in sick, the practice instantly adjusts available slots. New appointments automatically spread across the day.
One unified dashboard for the team: All requests appear clearly in one place. Thanks to the Xelion integration, staff can call back directly from the portal without extra steps.
“You can feel the difference on the floor right away: less chaos in the morning, more calm throughout the day. We can finally give each call the attention it deserves.”
Results felt at the front desk
Shorter waiting times for patients: Instead of being stuck in a queue, they get a clear callback time.
More calm and better planning: Call traffic spreads evenly over the day. The team stays in control — and lunch breaks are back on the agenda.
Flexible when staff are absent: With just a few clicks, capacity is adjusted and the workload remains manageable.
Instant insight to steer daily: The team sees at a glance how many callbacks are scheduled and when peak moments arise.
According to the team, a large share of callers now opts for the callback option via Plainwise, significantly flattening the morning rush.
The role of the partners
DuoCom: Implementation and process alignment. Short communication lines and a setup that truly fits the practice.
“We start with the customer’s real need and build step by step. That keeps things manageable and delivers quick results.”
Xelion: The telephony backbone. Open and flexible, making integrations seamless and expansions easy.
Calling directly from the Plainwise portal feels like one single system for users.
Working with a system that works for you
Staff don’t need to juggle multiple tools or learn complicated new software. Plainwise integrates into the existing phone setup and gives exactly what’s needed to plan the day efficiently. Settings such as call duration per category, call windows, and breaks can be easily adjusted.
“The system adapts to our day — not the other way around.”
Looking ahead
Presikhaaf sees opportunities beyond callback appointments. Smarter routing by category, management reporting, and access to call transcripts are on the roadmap. Features like speech-to-text can help staff document notes faster and improve handovers.
In summary
- Plainwise gives Presikhaaf control, calm, and clarity.
- DuoCom ensures an implementation that fits the practice.
- Xelion provides a stable foundation for smart integration and future growth.
“Technology is just a tool. You only feel the real difference when it fits seamlessly into daily practice — and that’s exactly what we’ve achieved here.”
Want calm and control on your phone lines too?
Book a short demo and discover how Plainwise turns call chaos into clarity.
