West Rainton Surgery
Based in West Rainton the surgery is both a Doctors surgery and a dispensary for medications, offering a wide range of medical services to patients in the local area. With over 30 staff the surgery offers a highly regarded transparent service to its patients;
Maintaining a high quality service to their patients involves the installation of quality systems to ensure the best possible communications.
In March 2014, West Rainton Surgery chose Smart IT to provide their telecommunications system and infrastructure, since then the surgery has re-tendered, Smart IT managed to retain the business by providing a Hosted Telephone System with IP Handsets, Call Recording, Call Logger and voicemail to email.
Overview
West Rainton Surgery have been a Smart IT customer for several years for their Lines, Calls and Telephone System. The surgery wanted to upgrade their system to cloud based PBX using SIP lines, replacing the traditional on-premise NEC System we installed in 2014, the surgery also had a need for additional apps such as call recording, call logger and voicemail to email.
Smart IT presented all of the relevant information in relation to their current costs and set about preparing a proposal to improve their services, billing and costs.
Solution Delivered
Smart PBX has been developed in-house by Smart IT developers, it is a feature rich phone system hosted in our data centre, the main benefits of the system are;
- Disaster Recovery
- Call Recording
- Call Logger
- Instant phone directory
- Voicemail to email
- Mobile App
Smart IT also installed a new CAT5e network to be used for voice only, in addition we installed 2 x fibre connections for carrying voice over the internet protocol with a second line for fail over, the router is managed end to end by our service team who can provide instant changes and can diagnose and fix faults remotely. SIP channels were installed and a generous call bundle given for free calls to local and mobiles.
Billing and Account Management
West Rainton Surgery were appointed an Account Manager who is responsible for the on-going satisfaction of our client and will handle any queries in relation to billing and hardware. This allows West Rainton Surgery to focus on patient care, knowing that even in the event of a disaster, Smart IT have their communications covered.
Customer Feedback
This year we have upgraded our telephone system to something more 21st Century. We invited 3 providers to review our needs and put together a proposal. At the end of this we appointed Smart IT.
The decision was not influenced by staying with who we knew; we were quite prepared to use a different supplier but as we went through the process it became increasingly apparent that Smart IT were trying to build something which best met our needs and that they were willing to be flexible to achieve this.
Our new system is now installed. Smart IT were very good at working around us during the installation and their engineers have been very helpful with educating staff and remediating any teething problems.
Ultimately I do think with Smart IT you get a local, personal service from a team of people who are keen to support their clients and who work in a professional manner to deliver bespoke business solutions.
