About the client
The team at DTX Network Services were asked to contact a dental practice based nationwide about their telephony requirements. They have 15 sites and a head office which includes a laboratory for dental implants / NHS and private clients. Patient care is of paramount importance to the surgery, therefore the telephone system needed to reflect this. They needed a new telephony solution to fit their demanding surgery needs.
The objectives
There was no way to identify and return patient calls, calls couldn't be transferred to other sites and there was no way totrack call volumes to understand how to manage the calls at peak times. The current system was unsecure and outdated. The practice was previously using a mixture of ISDN and analogue lines. Patients would often get frustrated when hearing an engaged tone, which meant they would have to constantly re-dial , no messaging function was available and the practice didn’t know how many calls were being lost. They needed a solution that offered more features but wouldn’t threaten their strict security policies, and all within a specific budget.
The solution
Given the security restrictions and features required by the practice, the most viable option was Gamma’s hosted Horizon solution. This option also met their budget requirements and the system uses UK data centres which is a key requirement for the NHS.
With Horizon, the surgery now have a call queuing system ( no engaged tone) , and the patient is aware of how long they will be in the queue, calls can be sent to various sites when required and they are able to see how many people are queuing and how efficient each site is. Staff can easily be moved to different sites whilst retaining their telephone set up and extension number.
Doctors and patients have been extremely positive regarding call quality. Cordless headsets have improved the working environment, and automatic answering and freedom to move around the office and work while on the phone has increased productivity substantially.
Akixi call management ensures that the surgery has access to a wide range of statistics so they can now identify the peak times for calls and ensure they have adequate resource to cope with this demand. Horizon has seamlessly changed the Dental practices telephone systems from a stressful bottleneck situation to an effective solution for both patients and employees.
