By combining Gelenk-Klinik’s patient-centered care with NFON Cloud Telephony, Queue Monitoring and Contact Center AI-powered VoiceBot, the clinic now delivers faster, more structured, intelligent patient communication across all locations, especially during high enquiry volumes
As patient communication becomes increasingly digital, reliable access is essential for delivering high-quality care. For Gelenk-Klinik, a fast-growing orthopedic center with over 140 employees across three locations, rising call volumes made it difficult for patients to reach the clinic team during busy periods.
By partnering with NFON, the clinic turned this pressure into a more efficient process: a smart combination of NFON Cloud Telephony, Queue Monitoring and Contact Center AI-powered Voicebot enhances the team with structured, automated intake, enabling consistent availability across all sites. This helps Gelenk-Klinik process requests faster, reduce missed calls and maintain a smooth experience for patients throughout diagnostics, treatment and aftercare.
Gelenk-Klinik MVZ is a specialist orthopedic clinic in southern Germany, providing diagnostics, surgery and aftercare for patients from Germany and abroad. The clinic combines medical expertise with a clear focus on patient-centered care and high clinical quality. Its continuous growth and commitment to modern, reliable communication support a smooth patient journey through every stage of treatment
As Gelenk-Klinik expanded across three locations and more than 140 employees, its existing communication setup could no longer support daily operations. Frequent technical issues, limited scalability and no remote capabilities made it increasingly difficult for staff to stay connected and maintain reliable access across sites.
At the same time, patient enquiry volumes surged, especially during peak hours and outside opening times. Routine requests such as appointment cancellations, prescription refills and follow-ups had to be handled manually, overwhelming the telephone lines, slowing response times and placing sustained pressure on the team.
In a medical environment where trust and availability are essential, long delays, missed calls and inconsistent reachability weren’t acceptable. Gelenk-Klinik needed communication processes that could keep pace with its growth and ensure patients receive support when they need it most.
Gelenk-Klinik strengthened its communication processes with a cloud-based setup that brings automation, structure and transparency to patient enquiries. NFON Cloud Telephony provides a reliable foundation across all locations, while NFON Contact Center AI-powered Voicebot automates recurring requests such as cancellations, prescription refills and new patient enquiries. NFON Queue Monitoring adds real-time visibility to call volumes and peaks, helping the clinic manage demand and maintain consistent availability, even outside office hours.
The AI-powered voicebot answers calls, captures routine requests such as cancellations and prescription refills, transcribes patient messages and routes the information directly into the helpdesk, reducing manual work and enabling faster responses.
Each Voicebot interaction becomes a standardised ticket with a form, transcript and audio link. This gives staff clear context, supports accurate routing and speeds up case resolution.
With NFON Cloud Telephony, Gelenk-Klinik connects all locations and devices in a single,cloud-based setup while NFON Queue Monitoring provides full visibility ito call volumes via real-time dashboards for call volumes, peaks and missed calls, helping the clinic adjust capacity instantly.
With structured workflows, automation, and real-time monitoring in place, Gelenk-Klinik has dramatically improved service delivery across all locations. Routine requests are managed automatically, processing times are significantly shorter and their teams benefit from clearer workflows during busy periods.
NFON supports Gelenk-Klinik with flexible communication solutions that fit the clinic’s growth, workflows and quality standards. With a reliable cloud foundation, transparent AI-assisted processes and real-time insights, NFON helps the team deliver consistent patient communication while keeping administration simple for the internal IT team.
NFON Contact Center AI-powered voicebot creates standardised tickets with form, transcript and audio, giving staff consistent information for quicker case resolution.
NFON Queue Monitoring provides dashboards for call loads, peaks and missed calls, helping the team adjust capacity and maintain service levels.
NFON Cloud Telephony provides a stable, seamless setup across all locations and devices, with configurations managed easily by the clinic’s IT team.
The cloud-based setup enables the addition of new locations and flexible ways of working without requiring new infrastructure. This allows the clinic to remain highly flexible and grow in line with its needs.
As Gelenk-Klinik continues to expand, the clinic plans to migrate its remaining location to NFON. The clinic is also preparing to introduce AI-supported appointment scheduling to further simplify access to care. Over time, Gelenk-Klinik aims to extend more intelligent, automated workflows across the patient journey — from first contact to aftercare — supported by NFON’s scalable communication platform.
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