Because staff at Docrates sometimes change where they work as often as every 15 minutes on busy days, the demands on the new system were that it should be flexible. Zylinc Attendant Console, set up by Finnish partner Vintor, met all of Doctrates’ demands in the best possible way.
Ville Kanninen elaborates: “Flexibility was one of the most important criteria. In choosing the new telephone system, individual adaptability and integration played a decisive part—the solution should be able to be adapted to the special conditions at Docrates.”
“Patient services now have new functions at their disposal, such as queuing and presence information. They can easily get an overview of the situation, which makes it easier to prioritize. For example, when a queue is building up, extra help can be called on quickly. This way, we can respond to inquiries quickly, even during peak periods.”
“The feedback that we’ve had from the main users of the system has been particularly positive. The system is easy to use, and transferring calls goes much more smoothly than before,” says the Head of IT.
Kanninen’s own feedback is also positive, because the solution helps him use a scarce resource—time—efficiently: “The opportunity to make reports makes my own work easier: I save time every single month by getting relevant data in the correct format.”
At Docrates, lost calls are now down to a tenth of what they were before. Now only 1% of calls are lost, and that single percent can be attributed to exception scenarios, such as short peaks or sickness absence among patient services staff.