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Crofton and Sharlston Medical Practice Solution

Monday 10th November, 2014

Like many practices, Crofton & Sharlston’s call volumes at peak times stretch the resources available to answer calls, with cost constraints being a constant issue, the practice agreed to a meeting with ETS to see what could be done.

Having reviewed the requirements and investigated the current monthly outgoings e.g. Leased line, line rental and call charges for the main surgery at Crofton and the branch surgery at Sharlston we proposed the following;

One Avaya IP500 at the main practice and IP phones at the branch surgery.  In effect, this made it all one system, providing the practice with additional staff at the branch surgery to answer calls during peak times.  The staff can simply log in to the main reception group.  This has improved call handling/response times and given the practice additional resources without the need to employ more staff.

Using the Avaya 0% finance option, we were able to reduce the monthly fees that the surgery had been paying for the past 7 years.  This will also give them an extra benefit allowing them to eventually own the title of the equipment thus providing even further savings.

The new system has also improved the functionality with more vital elements e.g. call recording, live monitoring and historic reporting.  All of this now allows both practices to monitor response times and gives them the ability to track all of their calls.

We were also able to reduce line rental and call charges by installing SIP lines, offering free UK Local, UK National and UK Mobile calls with a combined saving of over 80% vs. their previous call charge bills.




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