Transforms contact centre to allow 37,000 patients to access needed services

    Avaya IP Office allows practice the opportunity to expand system as needed

    Frome Medical expects to ensure better patient communications with Avaya IP Office

Guildford, UK, 18th February 2013 – There’s nothing worse than calling your doctor’s office and having to wait on hold, have the call dropped accidentally, or having to repeat yourself over and over again. Frome Medical wanted to ensure that their 37,000 patients didn’t have to deal with those negative aspects of calling their doctor and instead, could enjoy an enhanced customer experience. To replace their old system, Frome Medical chose Avaya IP Office, designed to help small businesses transform their customer experience and keep businesses competitive.

Avaya IP Office, implemented by IPOffice Ltd, an Avaya channel partner, now allows Frome Medical the opportunity to improve not only its business processes, ensuring all staff have access to collaborative features embedded in the system. In addition, the practice expects to significantly enhance its customer service for its 37,000 patients in the Somerset region. By deploying automatic greeters, callers can be routed more swiftly to the appropriate representative to ensure a quick problem resolution, whether booking an appointment or getting advice from a practice nurse.

Quotes
"Frome Medical recently moved to a brand new practice space, and as part of that move, it was time to change our patient contact system as well. We chose Avaya IP Office for the enhanced features it offers our group, and the opportunity to make calling the surgery – which of course can be a fraught experience – as positive as possible."
MIKE WHITBURN, PRACTICE MANAGER, FROME MEDICAL GROUP

"IP Office Ltd worked closely with Frome Medical Group to ensure a streamlined deployment with no downtime. It was clear that the group was focused on patient satisfaction, and the Avaya IP Office system was the best choice to fulfil that need."
MIKE COLLETT, IPOFFICE LTD, AN AVAYA CHANNEL PARTNER

“We are seeing an increasing number of businesses in the UK and Ireland who want to ensure that their customers – in this case, their patients – have the best experience possible.  Avaya IP Office offers a system that can grow as the business grows, and adapts to patient needs, ensuring as positive an experience as possible for every single patient."
SIMON CULMER, MD, AVAYA UK AND IRELAND