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How Telstra IP telephony helped spinal injuries Australia

Smarter Staff
Smarter Writer

This article has been written by the Smarter Business™ Staff Writers

Smarter Staff
Smarter Writer

This article has been written by the Smarter Business™ Staff Writers

Flexible communications help Spinal Injuries Australia reinforce its client service.

Spinal Injuries Australia is Queensland’s leading provider of high-quality services aimed at empowering those who suffer from spinal cord injuries with rebuilding their lives in their homes, at the workplace or in the community. With over 60 years of experience, the not-for-profit organisation has around 700 employees with three offices in Brisbane, Townsville and Cairns.  Facing rapid growth in a changing industry environment, the organisation sought a scalable and flexible communications solution to future proof its operations.

two people in wheelchairs smiling

The opportunity

Spinal Injuries Australia was outgrowing its traditional telephony system as the organisation expanded rapidly in the past five years. Paul Mansell, IT Manager, said that with a geographically spread employee base made up largely of personal support workers that are constantly on the move, it is critical to ensure a strong telecommunications solution is in place to optimise the delivery of service while helping the organisation make the best use of its resources. 

“With so many stakeholders involved, it is critical for us to have an IT solution that streamlines the communication and collaboration between our network of partners, employees and support workers in order to deliver the best quality of the service to our clients.” Not only this, the organisation is entering an environment of unprecedented change with the introduction of the National Disability Insurance Scheme, which will impact funding to the healthcare sector. “With these changes in mind, we are facing an uncertain future. We needed to build an IT infrastructure that will be flexible and scalable as our organisation evolves to respond to the dynamic environment in which we operate.”

With so many stakeholders involved, it is critical for us to have an IT solution that streamlines the communication and collaboration between our network of partners, employees and support workers.

- PAUL MANSELL, SPINAL INJURIES AUSTRALIA

The solution

Taking on a consultative approach, Telstra Partner A&B Communications proposed a package of product and services to address Spinal Injury Australia’s business challenges. 

The Alcatel-Lucent OmniPCX Office Systems was recommended to enable the organisation to take advantage of a full suite of unified communication features across a managed private network.

The employees across the three offices now have access to a better range of communication capabilities such as VoIP, voicemail, conferencing and remote access. 

The Telstra Business Systems Call Plan combined with the Telstra Fleet Mobile Plan provides a single bill for carriage, system and maintenance costs, and provides a single point of contact for the organisation’s telecommunication difficulties. 

The organisation is also able to redirect calls across its three sites in cases of emergency, particularly as it operates in a cyclone adverse zone such as Townsville and Cairns.

“Continuity of service across our multiple sites is critical to our customer service abilities and having a disaster recovery plan for our telecommunications was essential.”

The benefit

The migration to the new IP telephony solution has simplified the organisation’s communication and network infrastructure. The streamlined communication with its suite of features and applications has empowered the employees with the autonomy over the way they manage their internal communications.

“We have seen a reduction in requests for support in comparison to the previous telephony system. This means our employees can focus more on delivery quality of care to our clients rather than spending time on inadequate telecommunication system that hampers their effectiveness.”

It has also created cost savings and provided the organisation with insights on optimising the service for the future. “Moving to an IP Telephony system provided us with much more flexibility to help us maximise the value we get from our Telstra business and mobile call plans. We have been able to reduce our telephony spend by approximately 30 per cent.” 

“From a reporting perspective, we now have more insight into how we use the telephony services to help us with further improving our usage. This is critical as we strive for a more sustainable future.”

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