Case Studies
Victoria Surgery, Holyhead
"You will see that since the installation of the stacking equipment you recommended our performance has improved from 11.6 seconds to 5.1 seconds and more importantly at our peak time it is 3.6 seconds on 663 calls - a dramatic improvement by any stretch of the imagination. I have received verbal feedback from a few patients who are happy with our new methods as they do not have to constantly redial they know that there is a certainty of answering. Not only is this good but my overall running costs (one offs excepting) have not increased."
A pleasure doing business with you!!!!!
Average Telephone Ring Response Time In Seconds – Target 15 Seconds
In July 99% of calls were answered within target. Between 8.00am - 8.30am the average ring response was 3.6 seconds (663 calls)
Richard Bradshaw
Practice Manager, Victoria Surgery, Holyhead,
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Stockbridge
Village Health Centre
Dot Blackley the practice manager said,
“We were frightened to change our system because of
our last experience 8 years ago when we last changed the telephone
system – it was a nightmare we were without full service
for several days. Norwest Digital’s approach was different,
they arrange a demonstration for all the partners to see the
system, and they provided reference sites in our professions
with similar systems they had installed. We were particularly
impressed with the 6 different time modes per any 24 hours
so that callers receive an appropriate response and routed
to the correct destination depending on the time of day, week
or year they call”.
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The
Rosebery Group
Rosebery is one of the foremost Electrical
Installation Company that harnesses technology and has been
based in Wirral over 20 years. Colin Woodward (MD) said, “Our
new system was demonstrated to us at Samsung’s offices
in Manchester. The system will allow me to work from home
with my IP keyphone with all the functions of the office phone
as if I was in my office. I can access my voice mail and have
access to my PA by pressing a button, in-fact I can see if
my staff are on the phone”.
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The
Richmond Fellowship Organisation
Richmond Fellowship is one of the biggest
providers of mental health care in the UK. Every year, they
work with thousands of people who are living with the devastating
effects of serious mental health problems, often exacerbated
by issues such as sexual abuse, or drugs and alcohol. Richmond
Fellowship helps people to gain a new sense of purpose and
fulfilment, making a massive contribution to the lives of
service users. In addition, they provide Employment and Training
for people who might otherwise be excluded from the workplace
because of mental ill health. Through training, work experience
and work placements, they provide the support needed to get
people back to work. With Head Office in London and Regional
Offices in Bristol and Huddersfield supporting a total of
80 sites with 750 employees, the organisation needed a company
that they could trust to install and maintain telephone systems
which were reliable and easy to use at all its offices.
David Kirkpatrick, the IT Manager takes
up the story. “Norwest Digital first approached me with
the idea to carry out “health checks” on our systems
with no obligation at 4 of our sites.
On presentation of the report it was clear
that over the years as services had grown we had not taken
full advantage of advanced technology. Norwest was then commissioned
to install systems at 2 sites as a trial to assess the products
and the quality of their installation. It quickly became apparent
that staffs at these sites were happy with the new systems
and the telephone call charges had reduced”
Six months later Norwest Digital was instructed
to carry out health checks at all the other sites were they
have subsequently installed Samsung systems. At the heart
of the organisation in the Head Office is the Samsung OfficeServ
500 system with Voice Mail and Auto-Attendant driving internal
and external communications with Samsung iDCS 100 systems
installed at Bristol & Huddersfield.
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