Our small regional network of surgeries was struggling. We had over 3000 patients to service across 6 local surgeries. Despite being tasked with reducing operational spend, we remained committed to maintaining a quality level of service.

That meant, answering calls in a timely manner, protecting patient records, ensuring a reliable broadband connection and being flexible with the way we offered services. We knew we had to do more with less, like so many other public sector organisations but didn’t really know how.

The Solution

Once TalkTalk Business had digested our entire telecoms spend, they came back to us with a solution to reduce our call spend by around 15% by leveraging voice traffic over their Next Generation Network, now the most connected in the UK. They also suggested an IPVPN which would not only deliver a superfast broadband connection to the internet but connect our sites and homeworkers efficiently so everybody could access information from wherever they were, far more quickly and easily from one central site, 24/7.

Our out-dated telephone system was actually loosing calls and the cost to maintain or upgrade it was almost as much as buying a more nimble system. The solution Opal delivered was ideal and coupled with some ‘cloud’ based (so you only pay for what you need) call handling services such as Contact Manager has made our lives much easier for staff and customers alike. Caller complaints are down by 20% due to reduced queuing times and less complaints to deal with means a happier team who are finally working more efficiently.