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Northern Coalfields Community Care Association
Read how NCCCA migrated to RingCentral across its aged care facilities, saving $3,000 a month and improving communications and the overall experience for residents, their families and staff.
Region
Asia Pacific
Company size
100–399
Industry
Healthcare
Products used
$3,000
Savings per month generated from identifying technical shortcomings and cost inefficiencies
1
Unified cloud communications platform, with built-in redundancy for 200+ extensions across three physical locations
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NCCCA was operating with a fragmented, outdated on-premise phone system across three main locations.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.
A RingCentral certified delivery partner began the digital transformation journey for NCCCA, starting with a comprehensive site and telecom audit. The technical shortcomings and cost inefficiencies identified generated cost savings of $3,000 per month, which NCCCA was able to reinvest into upgrading its network infrastructure, moving NCCCA from a consumer-grade NBN service to a business-class 1:1 fibre connection, ensuring speed, reliability and scalability.
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Robust, secure and highly reliable
That also gave NCCCA the opportunity to upgrade its outdated telephony environment. After demonstrating several unified communications as a service (UCaaS) platforms, NCCCA chose RingCentral RingEX for its robust, secure and highly reliable architecture. The RingCentral solution unified all three locations onto one secure, cloud-hosted platform, providing NCCCA with seamless internal call transfers; improved external communications; smartphone and desktop UC apps for greater mobility; and centralised reporting and rich analytics across departments.
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.
With bedside handsets installed for patient rooms, NCCCA elevated its market offering with new revenue opportunities, improving resident experience and attracting new residents.
Most importantly, NCCCA has achieved all these features, benefits and quality improvements at a lower annual cost compared to its previous telecommunications provider.
“We were taken on a digital transformation journey and we were provided advice every step of the way. The installation process was seamless,” said Melissa Hennessey, Executive Assistant, NCCCA.
We were taken on a digital transformation journey and we were provided advice every step of the way. The installation process was seamless.
Melissa Hennessey
,
Executive Assistant
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