Case Study: Reseller Mayflower bags Forensic Contract

Essex based reseller Mayflower Plc has installed and Avaya IP Office at he headquarters of Essex Medical and Forensic Services (EMFS) that is helping the organization deliver critical healthcare services to police forces in four counties in eastern England. The new solution is enabling EMFS to respond to growing demand while making dramatic improvements in response times.

“If the police have a person with a medical condition, they outsource care to us,” said Steve Roberts, business director, EMFS. “We needed a small but sophisticated call centre to receive and track requests so we can deliver the medical attention required.”

After evaluating several options, EMFS selected a communication solution from Avaya, a leading global provider of business communications applications, systems and services. Now, EMFS uses their new Avaya IP Office solution to track calls, quickly dispatch medical personnel, and accurately report response times to police authorities.

Installed for EMFS by Avaya BusinessPartner Mayflower PLC, Avaya IP Office is a secure, intelligent and easy-to use converged voice and data system for small and medium businesses. IP Office works as both a traditional phone system and an IP telephony server, features built-in contact centre and communications software, and supports both single locations and multisite networks. Avaya has sold more than 85,000 IP Office systems to customers worldwide.

EMFS has improved the service it delivers by integrating Avaya IP Office with a Microsoft Dynamics CRM application used to manage the company’s customer database. Each police station is given a unique telephone number to dial for assistance, helping employees easily identify who is calling. The same numbers also trigger automatic screen pops from the Microsoft Dynamics CRM application, providing agents with the data they need to manage calls effectively and determine the best available resource to assist. They can even transfer incoming calls directly to the company’s roving forensic medical examiners, regardless of where they travel.

EMFS has aggressive service delivery agreements with the organizations it supports – a one-hour response for urgent cases and a two-hour response for non-urgent care.

To document performance, members of the company’s medical team call into the IP Office voicemail system to record the time they arrive for an appointment and the time they leave. With all incoming calls and response times logged by IP Office, EMFS is able to easily generate the reports it needs to document compliance with customer contracts.

“Our incoming calls can be extremely complicated,” Roberts said. “Now, with the solution from Avaya, we’ve been able to log, track and improve our call handling times by more than two minutes per call which represents several hours per month saved speeding up the despatch of the relevant medical professional. The systems provide us with timely information to report back on our service delivery levels.”
An integrated voice recording capability from Avaya DeveloperConnection member Weston Digital Technologies has proved to be vital to EMFS – providing an audit trail of all calls and a voice record of all exams in case the information is needed as evidence in court.

With the remote access capabilities of IP Office, employees are able to work remotely if needed, helping the company maintain around-the-clock coverage. In addition, Roberts is able to administer the system securely from home or the road using his laptop computer.

“We have achieved significant growth in less than a year, and Avaya IP Office has always been reliable and flexible enough to meet our ever increasing demands,” Roberts said.

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