Although we are working through teething issues and tweaking the system, our communications are stronger, our infrastructure is future-ready, and we’re spending less than we were with one of the big telcos. The difference is night and day.
Melissa Hennessey
Executive Assistant
NCCCA upgrades to RingCentral for greater operational efficiencies and better customer experience
The Northern Coalfields Community Care Association (NCCCA) is a vibrant, community-owned, not-for-profit organisation established in 1988 to provide a range of accommodation, healthcare and community services for seniors in the Hunter Valley of New South Wales. With more than 280 staff working across six entities, including three residential aged care facilities, NCCCA has always had a passion for ensuring older people receive the highest standard of care and support and to make a difference by way of quality services being available to people irrespective of their socio-economic background and individual circumstances.
NCCCA was operating with a fragmented, outdated on-premise phone system across three main locations. Each system operated in isolation, leading to communication breakdowns, call transfer limitations, frequent outages, and no built-in redundancy.
A detailed infrastructure audit revealed that not only was the hardware obsolete, but the existing telecommunications setup was riddled with inefficiencies and overspending. The impact was particularly felt in NCCCA’s community and transport services, where missed calls and delays were directly affecting service quality and reputation.
After RingCentral deployed 200+ extensions across three physical locations, NCCCA now has one unified cloud communications platform, with built-in redundancy to eliminate outages. The RingCentral platform has also improved collaboration for users, and enhanced the customer experience, with RingCentral’s desktop and mobile app and integrated Nurse Call solution creating better communication pathways with residents, their families, and staff.
