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Solution
A robust solution incorporating a bespoke Wi-Fi configuration and feature rich cloud-based telephony.
“Our new hosted solution combined with the amazing service we receive from NCS has made the decision to expand to our second surgery so much easier knowing this area of our business will be well looked after”.
Battle Hill Dental Practice were experiencing a range of issues caused by the reliability of their connectivity as well as limitations with their dated, one line phone system.
Battle Hill Dental Practice is a friendly, family orientated dental surgery located in the heart of Hexham offering general dentistry, dental hygiene, tooth and gum care, as well as cosmetic dentistry and aesthetic treatments to both private and NHS patients. Providing their patients with a seamless customer oriented approach to accessing their services is a key priority for Battle Hill Dental Practice.
When NCS were first introduced to Battle Hill Dental Practice they were struggling to achieve this key priority for a number of reasons. Their existing telephone solution only allowed one call at a time which caused issues for patients dialling in, especially on busy mornings, but it also created issues for their reception staff who couldn’t call out to patients to confirm appointments. The practice were also working with a poor quality BT broadband service which failed regularly, and poor Wi-Fi coverage that only reached a small area of the practice impacting on admin teams performance, as well as this, vital X-Ray equipment frequently failed as it dropped off the network.
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Battle Hill Dental Practice required a reliable and flexible telephony solution.
It’s was clear from the outset that Battle Hill required a solution that not only provided a more stable, robust platform to improve productivity but one that enabled the practice to meet their ultimate goal to provide their patients with the best possible customer experience.
Working closely with Battle Hill Dental Practice, NCS arranged a seamless installation with minimal disruption to the day to day operations of their busy dental practice. A key part of the solution was the implementation of a robust business grade SoGEA broadband. Connectivity issues have been resolved by installing Wireless Access Points throughout the practice providing a bespoke Wi-Fi solution that reaches each office and surgery within the practice. Improved connectivity provides a stable and reliable solution which in turn allows the administration team to become so much more efficient, in addition key equipment can now operate effectively eliminating downtime.
By replacing the old phone system with a new Horizon-Cloud Hosted telephone solution, Battle Hill Dental Practice can be more responsive to incoming calls, handling multiple calls at any one time without limitations. Missed calls and engaged tones are a thing of the past, giving customers a seamless hassle free experience.2
A robust future-proofed telephony solution.
The new cloud based systems give the practice greater control and flexibility, allowing the practice to be completely self-sufficient, with direct access to an online portal they can react quickly to operational changes and become more proactive.
The practice can now automatically switch between open and closed times, and because they can access the portal from anywhere, if they need to change the times they no longer have to remember to do this at the beginning and end of each day. In addition, Horizon also offers an improved messaging service and can handle multiple calls so their patients are no longer frustrated when trying to contact the practice and staff are far more productive. Whenever they need more complicated changes to the system, NCS engineers can arrange this remotely without having to visit the surgery which allows Battle Hill Dental Practice to react to situations quickly and without fuss.
In summary, Battle Hill Dental Practice now have a robust, future proofed telephony and broadband solution that supports their operational goals whilst improving customer experience now and in the future.3
