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Improving customer communication, allowing patients to contact them around the clock
About Calne Veterinary Surgery
• Client Name: Calne Veterinary Surgery
• Website: calne-vetcentre.co.uk
• Number of Staff: 5-10
• Industry: Veterinary
Calne Veterinary Centre has been caring for and treating companion animals for decades. As a practice, they offer a one-to-one service to all of their clients and their animals. With over 20 years of experience, their qualified veterinary surgeons can advise on the best course of care for all types of companion animals from dogs and cats to rabbits and tortoises.
The Challenge.
The practice was previously using a traditional PBX phone system, they needed a cloud-based system that would provide the flexibility to be operational out of core hours and have the ability to effectively re-direct calls when needed.
There was a concern at the surgery about the migration to a “VoIP System”, whilst ensuring that everyone could use the new functionality. Training would be required to ensure all members of staff would be comfortable with the system, mobile apps and web based features. This had to be achieved within tight timescales, so that minimum disruption was caused.
The business case for a new phone system escalated further when the phone system began to experience issues with intermittent downtime. This had a massive impact on the practice and its clients. Calls were diverted, but this could only realistically be a short term solution.
The surgery needed something that was sustainable and robust enough to protect them against future issues.
The Solution.
Tetra Networks started with a full review of the surgery’s current setup and assessed the improvements that could be made. It quickly became clear that moving over to the hosted Tetra Networks phone system could address the immediate problem of the affected site going down. They would be up and running within a few hours, minimising loss of business.
Moving quickly Tetra took the surgery through their tried and tested pre-installation process, building the system at their head office. Installing a new fibre connection at the practice ensured maximum call quality. This was a valuable addition to what the staff had been using previously, ensuring great sound quality improved the overall experience of both employees and their clients.
The End Result.
Tetra’s Solution has been fundamental in the way the surgery interacts with patients, especially out of hours communications. The process is more streamlined and their patients have benefited from an improved service, their stress is now minimised when a pet is taken ill as they can contact the surgery around the clock.
Tetra installed the solution quickly and ensured full on-site training was carried out for all key users across the practice. This was such a pain-free process surgery knowing that as the surgery grows Tetra’s solution can grow with it, seamlessly allowing additional users to be added to the system.
The solution enabled the practice to provide better patient care and round-the-clock assistance, reducing stress for pet owners during emergencies.
The practice stopped paying for UK call charges, resulting in significant cost savings.
Calne Veterinary Surgery gained a user-friendly, flexible, and easy-to-manage phone system.
The practice gained improved voice capabilities with dedicated voice-only connections.
Testimonial
“Tetra Networks understood our needs right from the start. They acted quickly and professionally, and our new system is easy to use. Most importantly, it’s reliable. We are confident now that we can service our clients around the clock, which is exactly what we needed.”
Practice Manager, Calne Veterinary Centre
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