South West London and St George's Mental Health NHS Trust (SWLSTG)
SWLSTG provides specialised mental health care to over 1.1 million people in five London boroughs.
CLIENT
South West London and St George's Mental Health NHS Trust
INDUSTRY
Healthcare
SERVICE
Contact Centre
PARTNER
Microsoft
The client
The challenges
The Trust needed an enterprise-grade solution with flexible calling options and modern capabilities that could support the needs of thousands of users, including hybrid workers.
SWLSTG wanted to adopt modern working practices that allowed staff to operate both on-site and remotely. The new system also needed to streamline the management of IT resources and scale to match spikes in emergency calls.
Nasstar's expertise in Microsoft offerings allowed it to design and deliver a telephony solution that surpassed the Trust's needs and ambitions. Familiarity with SWLSTG’s existing comms infrastructure, achieved through the successful deployment of Skype for Business, helped Nasstar reduce risks and minimise downtime during the migration.
Understanding SWLSTG’s requirements, Nasstar delivered a solution that supports modern working practices and aligns with the Trust's broader digital transformation goals.
Our goal
The outcome
Find out how our expertise could transform your organisation.
Significant cost and resource savings
Migrating to Microsoft Teams eliminated the need to upgrade outdated systems, resulting in substantial cost reductions and resource savings across SWLSTG.
Improved communication and collaboration
Teams has enhanced internal communication and collaboration, especially during peak periods such as the COVID-19 pandemic, making it easier for staff to manage high call volumes and complex call setups.
Enhanced healthcare service delivery
The new solution enables faster call routing, quicker specialist consultations, and more flexible communication, directly supporting the Trust’s ability to deliver timely and effective healthcare services.
High-volume, scalable call management
With Teams now managing approximately 50,000 calls per week across more than 150 auto attendants and queues, the Trust has a scalable, reliable system that supports critical services like mental health crisis lines and acute care.
Our solution
Partnering with Nasstar was a game-changer for us. Their team took on the challenge of moving us from a legacy PBX system to Microsoft Teams and made it look easy. They handled everything from technical hurdles to user adoption, all while making sure we stayed on track. The benefits have been clear: reduced costs, improved comms, and better care for our patients. We’re thrilled with the results and grateful for the support Nasstar provided throughout the process.
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To replace SWLSTG’s legacy PBX system and bring PSTN services into Microsoft Teams, Nasstar implemented Teams Direct Routing using Ribbon SWE Core (5K) SBCs. The system was integrated with a Netcall Contact Centre and multiple Analogue Voice Gateways. This setup modernised the Trust’s telephony and enhanced communication capabilities, while also reducing costs and improving reliability.
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