The Customer
NHS Lanarkshire is the third largest health board in Scotland. Serving a population of 655,000 across rural and urban communities in Lanarkshire. They employ around 12,000 staff working in communities, health centres, clinics and offices
The Challenge
Voice communications within NHS Lanarkshire are a critical service that enables real time communications with the public as well as internal and inter-board/partner communications.
NHS Lanarkshire spent the last five years consolidating its telephony estate to a single high availability platform that provides a single user experience to all staff regardless of site and location.
NHS Lanarkshire were looking to see how they could further advance their investment in the Avaya platform as well as improving elements of the platform including switchboard and GP Call handling that had not performed as expected. They were also looking for additional functionality that would benefit the board and improve patient engagement as well as looking at ingenuity with a digital first approach.
Implementation
Exchange Communications delivered a new Contact Centre as a Service Solution (CCASS), providing an upgraded customer service experience.
The cloud-based solution has no requirement for additional applications to be installed on its networks, no servers or powered consumables, supporting employees to work continuously, enabling them to log into from any device, anywhere, and at any time.
A full training program was delivered to all NHS Lanarkshire staff.
Key Results / Benefits
Exchange Communications successfully implemented the new connectivity which provides the following benefits.
- Enhances customer service experience.
- Full integration of critical National Sexual Health System (NaSH) database.
- Enables better visibility of contacts and aiding reporting.
- Supports working from any device, anywhere, and at any time.
- Smooth and Seamless transition to new CCASS solution.