Key Takeaways from CustomerConnect 2025: How Unified Communication Drives Better Outcomes in Healthcare 

Key Takeaways from CustomerConnect 2025: How Unified Communication Drives Better Outcomes in Healthcare 

TigerConnect recently hosted its annual CustomerConnect conference – an annual event that brings together customers, partners, and industry leaders to discuss the challenges hospitals and health systems are navigating and innovative ways to solve them. This year’s event highlighted pain points around disconnected systems and workflow bottlenecks, and unveiled how TigerConnect’s new CareConduit platform can help. Across two days of sessions, attendees discussed what’s working well, what’s changing, and how a unified communications strategy – beyond messaging – can simplify workflows, reduce provider burnout, and drive better outcomes. 

ICYMI, here’s what stood out. 

1. Fragmented Communication Creates Care Bottlenecks  

TigerConnect data shows that clinicians are still toggling between 8 to 12 systems a day. And 75 percent of patient information is still being exchanged by fax, with 9 billion faxes sent in healthcare last year alone.  

This is much more than a matter of inconvenience. According to The Joint Commission, communication failures remain the leading root cause of sentinel events. Every disconnected handoff adds risk, wastes time, and creates bottlenecks that delay throughput, discharge, and emergency response. In a Code Blue scenario involving five or more systems, hospitals can lose up to five minutes waiting for the right message to reach the right person. That’s time no one can afford to lose. 

Attendees all agreed: Hospitals need ways to reduce communication sprawl in order to improve both clinician satisfaction and patient care, without requiring a big investment from IT. 

2. Unifying Communications without a Heavy IT Lift is Easier Than Ever 

A major theme from the event was how straightforward it has become to implement powerful, automated workflows. Most hospitals operate with limited IT bandwidth and can’t afford to divert resources to complex integration projects. While traditional on-premises middleware solutions can reduce integration timelines, they often come with high maintenance demands and scalability challenges. CareConduit, TigerConnect’s cloud-based workflow automation platform, lets hospitals of all sizes streamline processes and unify communication without custom development or placing additional strain on IT teams. 

At Tufts Medicine, an outdated consult process used to take 30 minutes and several manual steps. Today, that same workflow takes 10 minutes thanks to automated routing rules that send contextual, prioritized messages to the right physician at the right time. The result: faster care decisions, fewer interruptions, and improved throughput. 

TigerConnect’s CareConduit platform makes the same results possible for any hospital. 

3. AI Should Support Workflows, Not Disrupt Them 

TigerConnect’s AI strategy focuses on embedding intelligence where it’s really needed to enhance healthcare communication, automate clinical workflows, and improve the overall efficiency and effectiveness of care delivery. Several tools already in use were showcased at the event, including: 

• A Protocol Lookup Tool for EMS teams to instantly access treatment guidance and dosage calculations 

• A Scheduling Expert Agent that streamlines on-call changes and shift coverage 

Additional AI enhancements are on the horizon, including features that make it easier to review message threads and respond to voice or text prompts and help surface information or complete routine actions. 

Ultimately, solutions are being built around four core trust pillars: accuracy, safety, privacy, and transparency. 

4. Unified Communication Improves Care and Hospital-Wide Efficiency 

Customer stories shared at the event demonstrated how TigerConnect’s unified communication platform delivers measurable impact across both clinical care and hospital operations. By reducing fragmented workflows with streamlined, automated communication, hospitals are accelerating throughput, reducing burnout, and improving coordination on every level. Some highlights shared by hospital leaders who are seeing real gains include: 

UMMS saved 2.25 minutes on Code Blue activations and reduced handoff errors by 80 percent after deploying TigerConnect across 11 facilities. These changes improved throughput, bed turnover, and emergency response readiness. 

• Tufts Medicine replaced 17 phone calls in the OR with 8 targeted messages, helping surgeries start on time and reducing delays across the schedule. 

• Yale New Haven Health cut bedside alarm rates by 60 percent on one telemetry unit by reworking escalation logic and reducing noise. 

Unified communication isn’t just for clinical teams. Administrators use TigerConnect to coordinate staffing changes, manage inspections, and send real-time updates during on-site events. Features like broadcast messaging, role-based escalation, and directory search give non-clinical teams the agility needed to respond quickly and maintain operational continuity. 

6. Strategic Partnerships are Solving for Pain Points Beyond the Inbox 

When it comes to healthcare technology, a strong partnership ecosystem is critical for innovation and improving patient outcomes. TigerConnect’s growing partnership roster enhances the CareConduit platform by integrating specialized, third-party solutions that address real-world challenges. Rather than replacing existing tools, TigerConnect brings them together, creating a unified communication layer that streamlines operations without disrupting essential workflows. These partnerships help eliminate silos, reduce friction, and enable more connected, efficient care across the entire organization. Partnerships spotlighted at CustomerConnect include: 

• AlertMedia helps hospitals monitor risks, gain real-time context and send mass notifications during active threats, weather emergencies, or trauma scenarios – avoiding false alarms  

• Documo supports fax-to-digital conversion, helping hospitals prioritize urgent documents and reduce downstream processing delays. When every third fax is a restaurant menu, automating this process saves hours of sifting through paper documents to find relevant documents 

• Zebra Technologies powers shared-device workflows, allowing clinical staff to communicate hands-free using a single secure device 

7. Communication Is Central to Nursing Efficiency 

Nurses today face alarm fatigue and workflow inefficiencies that result in cognitive overload. Several CustomerConnect sessions showcased how TigerConnect Alarm Management — an FDA-cleared solution — is transforming experiences by delivering only actionable bedside alarm notifications directly to the right nurse’s mobile device. This reduces noise, minimizes interruptions, and ensures nurses can focus on the moments that matter most. 

One hospital saw a 60% drop in bedside alarms after implementing the solution, alleviating alarm fatigue while improving clinical awareness and response time. Another is currently in the process of implementing a virtual nursing workflows so virtual RNs can trigger STAT alerts directly to the assigned nurse — replacing audible bedside alarms with contextual, targeted notifications that drive faster, more coordinated care.  

Modernizing nurse communication not only improves efficiency — it also enhances care quality, improves workforce satisfaction, and supports safer, more responsive workflows. 

8. A Staggered Implementation Strategy Yields the Best Results 

Across sessions, one key takeaway emerged numerous times. The hospitals seeing the greatest impact didn’t boil the ocean when getting started. They began with small pilots, identified clinical champions, and adapted workflows to fit the needs of the people using them, iterating along the way. 

They shared best practices like: 

• Start with a data-informed baseline 

• Align nursing, clinical, and administrative stakeholders early 

• Test and iterate across diverse units before scaling 

• Standardize where it makes sense, and allow for flexibility where it doesn’t 

• Design training that works across shifts and experience levels 

The focus wasn’t only on deploying the right tools. It was on building lasting habits and creating a culture where better communication can take hold and grow. 

The Future of Healthcare Interoperability Is Here 

CustomerConnect 2025 reinforced what many in healthcare already know: unified communication is essential for meeting today’s healthcare demands and preparing for what’s next. 

Across every session, the message was clear: Efficient communication drives faster decisions. Streamlined workflows lead to better care. And with the right tools in place, the entire organization runs more smoothly – and IT can focus on other priorities. 

From no-code workflows to automated consults and alarm management, hospitals are seeing measurable results with TigerConnect. They are reducing delays, improving throughput, and building systems that support the people who rely on them every day.