Selworthy Veterinary Group

swcomms provides internet connectivity and a cloud-hosted telephony solution to help Selworthy Veterinary Group relocate to a remote site.

 

Selworthy Veterinary Group is an independent mixed practice based near Kingsbridge, Devon. They provide services to small animals, farm animals and horses. The practice had ambitious plans to move from a town site to a barn conversion on the outskirts of Kingsbridge.

 

swcomms contacted the practice before building work had even begun to help them plan for the communications challenges that lay ahead. While the new site was in an idyllic setting, it did not benefit from any communications infrastructure, i.e. there were no internet connections available in the area. This can be a common problem for businesses relocating from urban to rural settings.

 

We advised Selworthy to invest in an internet leased line. These can take months to deploy, so it was fortunate we had contacted them so early in the project. The leased line gives the practice a private internet connection with guaranteed speeds which is ideal for sending and receiving emails with large x-ray attachments. It also meant they could use a new cloud-hosted telephone system.

 

We deployed a Gamma Horizon telephony solution to replace their old system. This gave Selworthy increased call capacity, which means their clients should not be met by the engaged tone when they call in and staff won’t be prevented from calling out.

 

Selworthy needed an emergency service option whereby clients calling the main number during the day are answered by the receptionist, but the same number diverts to an on-call vet’s mobile out of hours.

The practice manager can control which mobile the number diverts to via Horizon’s easy-to-use, web-based portal. This same portal can be used to change voicemail messages, users, view call statistics and more, even if the practice manager is not on site.

 

Other benefits include free calls to UK landlines and mobiles as calls are made over an internet connection rather than traditional telephone lines. The system is also very flexible. Growth can be accommodated on a per user basis with extra licences and handsets. The practice can also divert calls to mobile devices to give them a business continuity option.

 

Key to this project was project management. The leased line and telephony solution needed to be ready for the opening of the new practice. With more than enough to keep Selworthy’s staff busy during the move, our project manager took responsibility of this project to minimise disruption. This included delivering training sessions to ensure staff knew how to make the most of the new telephone system.

 

Selworthy have a dedicated account manager who will keep in regular contact with their practice manager. She can also rely on our support desk and customer service team should the need arise.

 

“We found the perfect site to relocate the practice my husband and I started 30 years ago but we hadn't realised communications could be an issue. I approached three companies for advice and swcomms stood head and shoulders above the others. We are delighted with the new system. It is easy to use, robust and we have a dedicated support team in Exeter, who look after us very well. I thoroughly recommend swcomms.”

Anne Balkwill, practice manager

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