Modernising communication with cloud-based telephony
The Challenge
Resuscitation Council UK (RCUK) is dedicated to improving survival rates after cardiac arrest through CPR education and training. As part of their digital transformation, RCUK aimed to move away from managing hardware and towards a more agile, cloud-based infrastructure.
Whilst they had already transitioned email, accounts and file storage to the cloud, their traditional phone system remained a bottleneck, especially with the increasing need for flexible working arrangements.
RCUK had been monitoring the internet telephony market for several years, seeking a solution that integrated well with platforms like Microsoft Teams and Zoom. They chose to work with The Final Step (TFS) to implement a tried-and-tested business VoIP system that met their requirements.
Expert consultation: TFS provided valuable insights and shared their own experiences with the system, building confidence in the chosen solution.
Customised implementation: TFS assisted in designing customer journeys and translated them into technical settings, followed by thorough testing to ensure a seamless user experience.
Smooth transition: The new system ran in parallel with the old one, allowing for a smooth switchover without disrupting services.
The Results
Enhanced call quality: Users reported better call quality compared to previous VoIP experiences, with compatibility across Windows and Mac systems.
Increased flexibility: The ability to make voice calls without relying solely on video conferencing provided greater communication flexibility.
Efficient customer service: Features like the auto-attendant allowed callers to self-service efficiently, improving the overall customer experience.
Operational focus: With the phone system effectively managed, leadership could shift focus to other strategic developments.
"The Final Step prioritised the quality of outcomes, but remained mindful of deadlines. We got a balanced introduction and set goals early around the solution. We had a named contact, which I like, for the implementation and flexibility as we proceeded."
Paul White Business Operations Director, Resuscitation Council UK
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