Products used
increased capacity and features to handle all inbound and outbound calls
reduced overall telephony costs
We were looking for a reliable and secure cloud-based telephony solution, with a predictable monthly subscription cost – no bill shocks like we had from our previous provider.
Dr Anwar Nan
Owner, Aghapy Medical Center
Aghapy Medical Center is a general practice clinic offering mixed billing services and operating in the south-eastern Melbourne suburb of Pakenham. Delivering diverse medical services and clinical treatments to the wide range of age groups and cultures that are representative of the Pakenham region, Aghapy Medical Center’s owner and operator Dr Anwar Nan is committed to ensuring patients feel welcome and are provided with the highest quality of medical care.
“I feel satisfied and happy helping patients attending the practice and do my best to help everyone,” said Dr Nan.
Aghapy Medical Center had been using an on-premise PABX, which was limited to four SIP lines. That meant when its reception phones were busy, there were limited opportunities for the centers doctors to contact patients for their telehealth appointments. Also, when the practice moved from its copper lines to SIP, it hadn’t been able to retain its existing numbers, which resulted in different numbers being displayed when dialling out. That created some confusion for patients receiving calls from the medical center.
In addition to improving customer experience by taking more incoming calls (rather than patients hearing the engage tone when the lines were busy), Aghapy Medical Center wanted to have more control and certainty over its telephony costs.
“We were looking for a reliable and secure cloud-based telephony solution, with a predictable monthly subscription cost – no bill shocks like we had from our previous provider,” said Dr Nan.
After seeing a detailed demonstration of the solution and its features, Aghapy Medical Center selected RingEX as the ideal telephony and online fax solution.
Aghapy Medical Center now has a consistent monthly telephony bill that is also lower than its previous costs, and has seen additional savings by managing its phone system internally, rather than having to call out third-party support technicians to make any changes. For any more complex issues, RingCentral support is on call to assist.
Using RingCentral eFax is saving on paper, increasing security and reducing the medical center’s environmental impact.
“Medical centers rely heavily on fax, and we have now totally moved to electronic faxes. We can now keep track of these faxes, receive delivery confirmation notifications, and save on the printing cost,” said Dr Nan.
The increased line capacity has had a significant impact with positive feedback from both staff and patients. If the reception team is busy, rather than receiving an engaged signal, patients are put in a queue to be answered as soon as a team member is free. When doctors are calling patients from either their desk phone or RingCentral’s mobile app, they aren’t limited by the number of lines available and the medical center’s main number is displayed as the caller.
To keep track of performance, Aghapy Medical Center’s team receives a daily automated report from the RingCentral system providing visibility on peaks and troughs in activity and how they are managing and handling patient calls.
Once work is completed on its accreditation process, Dr Nan is planning to migrate a second medical center to RingCentral in the near future.
“I’d really like to thank RingCentral for being very supportive through the whole process,” said Dr Nan.
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