Cloud PABX Migration eliminates lost calls and enhances intersite communications

Industry

Aged Care

Challenge

Sapphire Coast Community Aged Care faced significant challenges with outdated, legacy PABX systems. These systems had become increasingly costly to maintain and inflexible in meeting the organisations modern communication needs. A solution was required that not only would reduce operational costs but also support remote work capabilities, automated call-flow between sites and improve overall communication efficiency.

Results

Communication efficiency improved markedly, operational costs were reduced, and business continuity was enhanced through robust failover solutions

Key Product

mHosted:Telephony

www.sapphirecoastagedcare.org.au

Sites Integrated

Handsets

98%

Call Completion

$75k

Capital Redeployed

Upgrading our PABX environment has eliminated family complaints on not being able to connect to our team and I am now confident that staff can make calls without resorting to mobile phones.

Julie Evans

Chief Executive Officer @ Sapphire Coast Community Aged Care

Hillgrove House benefits from a Cloud based VoIP PABX

Sapphire Coast Community Aged Care

Located on the beautiful Southern Coast of regional NSW, Sapphire Coast Community Aged Care operates two residential care facilities from locations in Bega and Pambula.

These facilities are called home by 160 of the regions most valued and valuable residents and form a cornerstone for delivery of in-home care services across the region.

Suffice to say, effective and reliable communications are an essential tool 24 hours a day, 7 days a week.

The Challenge

Sapphire Coast Community Aged Care faced significant challenges with outdated, legacy PABX systems which were integrated with Nursecall and DECT wireless solutions.

The PABX systems had become increasingly costly to maintain, had limited inbound lines and were inflexible in meeting the organisations modern communication needs.

A solution was required that not only would reduce operational costs but also support remote work capabilities, automated call-flow between sites and improve overall communication efficiency

The Solution

Microsolve were initially approached to assist in investigating issues with resident families being unable to reliably make in-bound calls - these issues were traced to technical limitations of the aging PABX platforms which had been deployed in a pre-NBN age. Upgrades to the in-place PABX's were investigated, however the cost of acquiring new interface cards and increasing the number of inbound lines was found to be prohibitive and only addressed one of the identified issues.

An alternate approach, using the mHosted:Telephony Cloud hosted PABX platform, was developed. The Cloud hosted platform, including call costs and unlimited lines, was cost comparable with the on-premise PABX's - critically, the increased capability of being able to queue and route calls between the two sites without incurring additional call costs was a deciding factor. Further, the lower cost of replacement handsets and flexibility to support integration with on-site Intercom and door release systems were key factors in the decision to proceed with the migration.

Service migration was undertaken within a 48 hour period - while the onsite implementation team faced a number of issues within the site cabling plant, client facing services remained operational at all times. Additional handsets, connected to the site WiFi network, were able to be deployed in locations that were previously not serviced, further improving staff and resident reachability.

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The Results

While no system is ever perfect, the residents and families of Sapphire Coast Community Aged Care are now serviced by a resilient, non-blocking voice service that continues to be extended and expanded in ways never thought possible - staff are now progressively integrating mobile handsets to replace aging DECT equipment for further improvements without the need for expensive PABX add-on cards, or wholesale technology changes.