smiling medical customer service rep
Cloud services

Northern Devon NHS Trust case study: BT Cloud Contact

Read the Northern Devon NHS Trust and BT Cloud Contact case study. Find out how BT helped Northern Devon NHS Trust meet increasing demand with a cloud-based contact centre solution.

October 29, 2019
5 minutes
Cloud services

Northern Devon NHS Trust case study: BT Cloud Contact

Read the Northern Devon NHS Trust and BT Cloud Contact case study. Find out how BT helped Northern Devon NHS Trust meet increasing demand with a cloud-based contact centre solution.

October 29, 2019
5 minutes

The challenge

Update Northern Devon Healthcare NHS Trust’s outdated systems for real-time help and support so they could meet the increasing demand.

The solution

Introduce a cloud-based contact centre solution. Our contact centre scalability means our cloud-based solution is suitable for organisations of all sizes.

The result

Thanks to BT Cloud Contact, customer satisfaction is much improved and staff morale is better because the enhanced service is visible to all.

The challenge

Update Northern Devon Healthcare NHS Trust’s outdated systems for real-time help and support so they could meet the increasing demand.

The solution

Introduce a cloud-based contact centre solution. Our contact centre scalability means our cloud-based solution is suitable for organisations of all sizes.

The result

Thanks to BT Cloud Contact, customer satisfaction is much improved and staff morale is better because the enhanced service is visible to all.

The challenge

Today’s healthcare professionals need technology at their fingertips. And if they’re constantly on the move, like those at Northern Devon Healthcare NHS Trust, real-time support is vital. But the Trust’s IT help desk couldn’t meet the demand. With outdated systems and overworked staff, Mike Jones, director of information management and technology, went looking for the IT equivalent of a shot of adrenalin.

 

The help desk is the window to all our services. We’ve greatly improved its responsiveness and set the bar higher as a foundation for future improvements in our IT service maturity.
Mike JonesDirector of Information Management and Technology, Northern Devon Healthcare NHS Trust

The solution

BT Cloud Contact led the revival. Not only optimising people’s time, new performance data gives Mike’s team the tools they need to keep an eye on things. Customer satisfaction is much improved and staff morale is better because that enhanced service is visible to all.

The result

  • Serving the needs of 4,500-strong mobile workforce
  • busy weeks could leave issues outstanding
  • BT Cloud Contact flexible and quick to install
  • Low capital investment with pay-as-you-go pricing
  • Call waiting times and abandonment rates plummet
  • 10 agents now handle 2,000 calls a month with ease.

 

When call answering is unstructured it’s difficult to know how good (or bad) your service is. To optimise your customer contacts there’s no substitute for having performance data at your fingertips in real-time.

Want to get out of a hole in a hurry? A cloud-based contact centre solution can be installed in weeks rather than months and needs no investment in on-site hardware. A browser’s all you need to get going.

Almost-unheard-of contact centre scalability means our cloud-based solution is suitable for companies ranging from SMEs to multinationals. And with flexible pay-as-you-go pricing, it suits any-sized purse or pocket.