Marshall Frost, Avita’s Vice President of Corporate Systems, explains that two of the most challenging aspects of the company’s early operations were connecting employees across the country and providing a consistent phone experience for patients and healthcare partners.
“When these five pharmacy organizations merged to form Avita, each had its own phone system, and those systems’ technologies and capabilities varied wildly. Some required a lot of IT resources to maintain, and others couldn’t handle our growth strategies. And we were not providing the same level of service across the country.”
Marshall notes that one of the promises of a national organization like Avita is the ability to connect with patients anywhere and create an outstanding experience when they call. But, he adds, fulfilling that promise required a unified phone environment for the entire organization: pharmacies, call centers, corporate departments, and Avita’s brick-and-mortar care facilities.
Marshall’s team spoke with employees across Avita and the company’s partner organizations to learn what they wanted most in their phone system. Based on the most-cited answers in those conversations — ease of use and a dependable system and network — RingCentral proved the standout solution.