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Case study

Samsung Communications System Serves 24,000 Patients at UK's Biggest Medical Centre.
Hall Green Health in Birmingham, the UK’s largest medical centre, has selected a Samsung business communications system to handle telephone calls from its 24,000 patients. The new OfficeServ 500 system was installed by Samsung partner Connaught Communication Systems of Sutton Coldfield, following a competitive tendering process.

Hall Green Health opened recently in a new building that accommodates 15 GPs (general practitioners) from five previously existing GP practices. The existing surgeries were finding it difficult to offer new treatments as part of their responsibilities for primary health care in the local community.
The new medical centre houses a minor surgery suite and there are plans to run specialist clinics for coronary heart disease, anticoagulation and rheumatology. It also has links to the University of Birmingham for training of medical students.
The new Samsung system routes incoming calls via nine operators to 130 extensions, each with individual voicemail. If one or more operators are away or on other duties, the number of incoming lines can be reduced and calls handled in groups. The system also has an automatic attendant function, which can be set up to provide different information to callers outside working hours and on days when the centre is closed.
		“The staff at Hall Green were not previously familiar with this type of comms system,” said Connaught sales director Jon Sapey, “but they have been able to learn about the new functions and use them in their own way thanks to the logical layout of the Samsung handsets.”
A number of suppliers were involved in pitching for the installation work, but Connaught seemed like “the honest one of the bunch,” according to Hall Green Health facilities manager Sharon Green. “The Samsung/Connaught combination came highly recommended to us by another practice manager, and has worked well for us since installation,” she commented. “It is a pleasure working with Connaught. They have always been responsive to our changing requirements, and also helped to sort things out when we had a problem with BT.” Connaught continues to provide hardware and software support for the site, and can reprogram the Samsung system, even at short notice if necessary, via a remote link.

Flower Power for Birmingham Botanical Gardens

When one of England's foremost gardens, which has been around since the height of the Industrial Revolution and out lived seven monarchs, had the threat of the dreaded Millennium Bug cast upon its telephony, a system to go into succeeding centuries still smelling of roses was required. That's why the Samsung DCS revolves around Birmingham Botanical Gardens.

"It was the demonstration of the Samsung system that really sold me. Its features were as good as any of the systems I'd looked at and it is flexible enough to expand as we do. In built reliability was also a key consideration.

Chad Valley is not the ideal location to receive coherent coverage due to its low geographical position and the number of mature trees in the Gardens. We have to deal with a large volume of calls on a daily basis and we can't afford for our phones to go down."

Philip Aubury
Director of Birmingham Botanical Gardens

Farnham College

NEW DIGITAL PHONE SYSTEM IMPROVES DIALOGUE
Farnham College, a sixth-form college in Surrey, has improved communications between students, parents and staff following the installation of a new digital phone system from Samsung Telecoms.

The system, installed by Samsung dealer Connaught Communication Systems allows the college’s 110 staff to pick up their own voicemail messages in a timely manner, even when sharing desks.

Farnham College had been using the same analogue phone system, with 49 phones and an operator console, for over 20 years, during which time its staff number had increased to 110. Kevin Pollard, estate manager at Farnham College, spoke to 12 telecommunications dealers, and visited three with senior receptionist Jan Trusler for a detailed presentation and working demonstration. Their choice was the Samsung Telecoms system proposed by Connaught. According to Kevin Pollard: “It is powerful, flexible and very easy to use, with just the right feature set for our situation.”

The college now uses ISDN (integrated services digital network) lines for incoming calls. This not only reduces line rental costs by around 20%, but it enables features such as DDI to individual extension numbers. With the Samsung system, each member of staff can be allocated a ‘virtual personal extension’ number. Each shared phone can be set up easily to either ring or divert to the appropriate voicemail upon receiving a call for a particular virtual private extension.

“We set out to improve communications between students and staff, and we know we’ve done so because our phone bill has actually gone up!” said Kevin Pollard. “The reason for this is that teachers in the classrooms are now receiving their messages and returning the calls, rather than callers getting left in limbo as before.”

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