Torrington Dental Practice benefits from the extra functionality of a modern telephone system to help them deliver excellent patient service.
Torrington Dental Practice was established in 1997 as a single surgery practice offering NHS and private dental care for the population of Great Torrington and the surrounding Devon area. They moved to new premises to accommodate the business’s growth and new partnership.
The practice was looking for a new telephone system to replace their outdated and unsupported Panasonic model that could not accommodate extra users and was lacking in the functionality their staff wanted to use. South West Communication Group was one of three resellers invited to quote for the project and was selected on our ability to deliver a solution that truly met the practice’s needs.
Having requested a digital solution, swcomms advised Torrington to invest in an Alcatel-Lucent Enterprise Omni PCX Office telephone system delivered on ISDN connections to replace the incumbent Panasonic system and PSTN lines. ISDN connectivity meant the practice could handle four calls simultaneously, which ensured patients would have less chance of being met by an engaged tone. ISDN connections also provide the option to use direct dial-in (DDIs) numbers for certain staff members, e.g. the practice manager, to reduce the incoming call volume to the receptionists. The practice also benefits from caller line identity (CLI) so they can see the number or name of who is ringing so they can tailor their response.
The 14-extension Alcatel-Lucent Omni PCX Office telephone system has the flexibility to grow when required and is future-proof in that it is primed for VoIP use if the practice decides to migrate this way. Meanwhile, Torrington has the automated attendant functionality it required to greet every call and to route them to the most appropriate person. This also allows the practice to inform callers of their opening hours, their emergency contact number during out of hours and to forward calls to voicemail during training sessions. The practice staff have the ability to send voice messages to their email account where they are saved as sound files. Staff can also initiate calls from their PCs and view statistics on their calls to improve productivity and patient service.
Following an initial pre-installation visit from one of our engineers to ensure the practice was ready for deployment, the solution was installed and end users trained training on the same day to ensure the staff could use the Alcatel-Lucent Enterprise PCX Omni Office straightaway. Since then, our customer experience manager has called to ensure the entire process was a smooth one and to hand over their care to a dedicated account manager who will be their first point of call if they have any issues or need any advice.
Practice manager Toni Batty said: “We had three companies come in to see us and your guy was great. He was honest, knowledgeable and easy to talk to. The installation team was brilliant and the system is just what we asked for to support our practice development. All in all, it was a fantastic experience.”