The Challenge
Imeary Street Surgery, like many other medical practices, relies heavily on a reliable phone system for day-to-day operations. After the challenges of the Covid-19 pandemic, the surgery knew it was important to upgrade to a more comprehensive system that would not fall short in any areas. The previous phone system that Imeary Street Surgery had in place provided them with the benefits of a cloud-based phone system, however, it lacked some of the extremely useful functionality that a comprehensive Smart IT telecoms package offers. Imeary Street Surgery was also looking for more thorough support with their phone system.
“Our Practice is highly patient focused and we have a multidisciplinary approach to patients’ health care. We aim to deliver the best for our patients by combining the skills of the practice team with other health and social care workers in the community.”
Matthew Swatton, Imeary Street Practice
The Solution
We met with Imeary Street Surgery to discuss exactly what they wanted from their phone system. Smart IT was able to ensure that they were providing the most suitable product to fulfil all of Imeary Street Surgery’s needs. Smart IT provided Imeary Street Surgery with a Cloud Based Telecoms system which offers a lot more functionality allowing their system to become a more major part of their day-to-day duties.
One of the main benefits of the new telecoms system is the call queueing feature. This feature allows patients to call the surgery and be provided with their queue position and an estimated wait time, resulting in more efficient and transparent communication. Not only is this a great feature for the business but it is now becoming a mandatory feature for all telephony systems. Our telecoms systems come with a lot of customisation available such as working hours, automated messages and changing training days. Imeary Street Surgery now have access to an online portal which allows them to change all of this themselves. Although this is great for Imeary Street Surgery not all users want to make these changes themselves which is no problem as Smart IT is still on hand to support and make the changes for them.
After improving the phone system, it was also important for Smart IT to make it as accessible as possible for Imeary Street Surgery users. With migrating to a modern Cloud Based Telecom solution, users are able to take calls remotely through the use of plug and play handsets, mobile apps or softphone clients. These 3 methods give users the ability to access the phone system from anywhere in the world providing they have an internet connection. Having the ability to work from anywhere can be a great asset to any business whether it be in the user’s contract or bad weather preventing them reaching work they can access the system and start working.
“With our previous solution we didn’t have access to the latest features that are available as part of the Smart IT product. Allowing our customers to enter a queue with updates on their current position is incredibly useful for our business due to the extreme amount of calls we can receive in peak times.”
Matthew Swatton, Imeary Street Practice
The Results
After implementing these changes Imeary Street Surgery now have a reliable, robust, feature-rich, and future-proof phone system. This system gives Imeary Street Surgery everything they were looking for in one package. Our system also gives the practice manager detailed breakdowns of call statistics allowing them to look at waiting times and missed calls. This sort of information is incredibly important to the practice manager allowing them to make any changes to the system. As the surgery grows, new users can easily be added making the system very cost-effective for the surgery. This functionality keeps the system up to date with the latest users.
Although all this extra functionality is great for Imeary Street Surgery, one of the main things they were looking for was more support on their system. Since implementing the new system, Smart IT has been on hand to support. With Smart IT’s support and Imeary Street Surgery’s online portal access, any changes on the system have been carried out quickly and efficiently compared to what they had experienced with other providers.
In conclusion, Imeary Street Surgery has made a wise decision in upgrading their phone system. The new system is reliable, robust, feature-rich, and future-proof, which allows the surgery to operate more efficiently and effectively. The call queueing feature and customization options provided by the system have improved communication with patients and made the system more user-friendly. Additionally, the ability for users to access the system remotely has added flexibility to the practice’s operations. The practice manager now has access to detailed call statistics which allows them to resolve any staffing issues with the system before they become bigger problems.
Furthermore, Smart IT’s ongoing support ensures that Imeary Street Surgery can operate with peace of mind, knowing that any system changes will be carried out quickly and efficiently. The cost-effectiveness of the system also makes it a great choice for the surgery as it can easily adapt to the changing needs of the practice. Overall, Imeary Street has made a smart investment in their phone system with Smart IT and it has greatly improved the practice’s day-to-day operations.
“Since the installation of our new system we haven’t had any issues and the new features have become incredibly useful for the business. Imeary Street Surgery would recommend Smart It for and businesses looking to change their IT infrastructure. Although it can be a daunting prospect Smart IT ensured the switch was quick and stress free.”
Matthew Swatton, Imeary Street Practice
