Next Generation Communications Improves Patient Journey

The UK’s largest independent provider of specialist transport, healthcare support, and clinical services, E-zec Medical Transport Services (E-zec) revolutionised its customer care with Daktela.

E-zec awarded Daktela with the contract for their control centre operations. The software unifies and supports voice calls, text messages, WhatsApp, email, and social media channels, ensuring that whatever the preferred method of contact, E-zec teams can reach patients and customers.

Craig Smith, E-zec, Chief Executive explains:
‘People are our priority – this includes our colleagues, our patients, and our customers. Having the right technology solutions in place that supports effective communications is a critical enabler in allowing us to provide effective care for each and every patient we support.

Moving from several inherited tools to a unified system has enabled us to manage our call flows in a far more effective and efficient manner whilst also providing greater operational resilience.

The slick installation and interactive training to get everyone up to speed was hugely valuable and helped to harvest the expected benefits and service improvements almost immediately.’

You can read the full case study in Daktela’s collateral section.

Leading Funeral Plan Provider Future Proofs Customer Care

One of the UK’s leading funeral plan providers, Golden Charter, has transformed its customer communications by migrating to Daktela’s cloud contact centre.

To help prepare for FCA regulatory changes and plan for the future, Golden Charter went to an independent procurement consultant, who recommended Daktela’s cloud-based contact management solution.

With their customers at the forefront of their minds, they did not want to introduce too much change. So Daktela helped Golden Charter with a two-step approach, with the initial phase replacing their existing Avaya system like-for-like and a later stage focused on enhancing and improving the overall functionality of their communications.

Key objectives:
– Migrate from a legacy on-premises system (Avaya) 200 Contact Centre and Back Office users
– Integration with MS Dynamics, including historical sensitive data.
– Work within a PRINCE2 project management framework

Ciaran O’Toole, Golden Charter’s Chief Technology Officer, explains:

“We sought a solution that would be future-proof for our business. Daktela had everything we needed and was cost-effective, secure, and scalable. Further down the line, we’d like the ability to introduce alternative ways of communicating with our customers, such as via SMS and What’s App, and this could be easily added on with Daktela. The solution means we could also easily offer hybrid working options for our employees.”

You can read the full case study in Daktela’s collateral section.

Supporting the charity section – Daktela & Blue Cross for Pets

Blue Cross are one of the leading UK animal charities and have been a Daktela UK customer since 2017. The initial deployment was for a 40-seat contact centre implemented in their supporter care donations contact centre.

In 2019 our solution was expanded to replace the remaining Avaya on-premises solution. In April 2019 we began a 12-month role out across the remaining 90 sites in the UK covering almost 650 users. The project was completed on time and within budget.

We now support the original supporter care contact centre located within their Burford (Oxfordshire) Head office together with a further 12 regional offices, 25 animal re-homing centres, 50 retail units and 4 (24/7) Veterinary Hospitals. We have deployed a range of Yealink IP handsets, Softphones for contact centre users and 7 Polycom video conferencing units for the major sites.