Cloud contact centre: Northern Devon NHS Trust case study

​IT service gets new cloud-based lease of life with BT customer contact solution, offering dynamic help desk for Northern Devon Healthcare NHS Trust

Flexible answer for IT service demands

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 With outdated systems and overworked staff, Mike Jones, director of information management and technology, went looking for the IT equivalent of a shot of adrenalin.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 Jones, Director of Information Management and Technology, Northern Devon Healthcare NHS Trust

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.

Fast facts

  • 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

Make use of management information

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

Get quick-to-install advantages

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.

Flexible solution whether small or large

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.

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