Case studies/South West London and St George's Mental Health NHS Trust (SWLSTG)

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

Withmorethan2,500staffatover90sites,SWLSTGplaysanimportantroleinthecommunity,witharound20,000peopleusingitsservicesatanytime.

The challenges

Withincreasingmaintenancecostsanddisjointedcommunicationacrossmultiplesystems,SWLSTGknewitwastimetoupgradeitslegacytelephony.

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

ModerniseSWLSTG'stelephonywhilereducingcostsandimprovingreliability.

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Migrating to Microsoft Teams eliminated the need to upgrade outdated systems, resulting in substantial cost reductions and resource savings across SWLSTG.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

The new solution has had a significant impact on SWLSTG’s operations. By removing the old telephony system, Nasstar has helped the organisation save on costs and resources.

01

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.

02

Nasstar's expertise enabled a phased migration approach, ensuring no disruption to clinical services. Emergency location calling was configured to correctly route 2222 (crash call) emergencies, ensuring critical response teams were alerted without fail.

03

The success of the migration relied on close collaboration with SWLSTG stakeholders, including senior leadership and the IT team. From discovery to implementation, training, and service handover, Nasstar provided project management and expert handling of network security and analogue phone integrations.

04

Migrating to Teams has significantly lowered costs compared to upgrading legacy systems. It also introduced faster call answering, improved routing, easier re-routing, and quicker specialist consultations, all contributing to better healthcare delivery. Since go-live, Nasstar has continued to support the Trust with training, certificate renewals, and guidance on external calling issues.