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Transcription
Alain: NHS South West London Trust, anything digital we are responsible for.
Mercy: At the moment, we've got close to 5,000 to 6,000 users. Clinicians to admin staff, and they all provide services to our patients.
Alain: Currently, we're looking at a million patients plus staff, and they use their mobile, their network, they use their laptops. There is no rest day at the NHS. The legacy system was running on copper lines, ISDN, which is now obsolete. The telephony system onsite, everything went from analogue to digital. It needed a revamp, but the cost to upgrade those systems to cloud or better was astronomical. So, we brought in Nasstar to help us out, bring us into the 21st century.
Ash: The guys on the ground needed extra training and support.
Alain: The queue was flooded. The boys were drowning. Excess of 500 tickets when I joined.
Ash: And there was a need to upgrade the Skype for Business infrastructure. It was probably better to move to Microsoft Teams. Things started moving at pace at that point. I came down to London to meet on-site and deliver a Ribbon SPC training session.
Alain: So, we've never looked back since. Our telephony tickets are now down to less than 30, from excess of 500. Without that training and the know-how of Ash, Nasstar, we wouldn't be in this position.
Ash: At Nasstar, that's what we do, it's all around the people, rather than just systems, processes, procedures. You've got to be that trusted advisor, really understand your customer, and just be really honest and kind of authentic. There is now a clear, almost clear roadmap of how this looks for you.
Alain: Yes, the benefits of the patients, the doctors, is second to none.
Mercy: The service desk is the first line of entry for IT service users, like patients and clinicians. Bearing in mind that we do have some busy periods, so sometimes we average about 10,000 calls in a month, maybe because there's so many calls queuing and they'll hang up. Now, NetCall and Teams give us the ability to set up what we call a callback functionality. The ones we miss, we can then use the caller ID to then call back, so it's very important. With the old system, we had this issue about average speed to answer rate. We aimed not to go above a minute and 30 seconds. With the old system, we were kind of exceeding that, but with Teams and Netcall integrated now, average pickup, we're looking at a minute five seconds. So it's improved a lot.
Alain: Before Nasstar, the success rate of tickets, cases, etc., was probably around five days. Now it's within five hours. So we're saving four and a half days per call. The flexibility is magical. Doctors phone the families, and the families can phone and dial in. It's a conference bridge. This has helped significantly. I mean, doctors applaud the system. The hardware we have installed can run the country. There is always motivation from Nasstar's side. Us collectively thinking and deploying a solution worked. It's become more of a friendship. That's how enjoyable, that's how approachable Nasstar is for me and my team.
