Synergy Proves to Be the Correct Medicine for After-Hours Healthcare Service Dial-A-Doctor

Anyone who’s had a sick child up during the night or an elderly parent who needs care just as your doctor is closing, you know that illness doesn’t wait for business hours.

After-hours medical services Dial-A-Doctor Australia plays an essential role in caring for people outside of business hours. And to do this vital work, we need reliable and intuitive technology to support our busy agents.

We knew that to transition into the digital age we need to move from our current PTSN-based fixed-line Contact Center. Initially, we chose a VoIP system, but it soon proved to be inadequate. After switching over to VoIP, we experienced poor-quality calls, callers not hearing the agent, and calls dropping out halfway through a conversation. Worst of all, we had one instance of a second caller dropping into a very private conversation between agent and patient.

When I came across Twilio Flex, I was excited by the idea of a flexible system that could handle calls and other forms of customer contact like SMS, WhatsApp, Facebook Messenger, and webchat. Twilio Flex could transform us from a call centre into a proper contact centre. But there was one problem: we didn’t have the skills in-house to implement the call flow structure in the background.

When Twilio recommended Synergy Enterprise Solutions as an implementation partner, we were thrilled to hear that Synergy could plug our skills gap and assist in the implementation.

Synergy was great right from the start; they were very responsive and understood our needs. They mapped out the project in stages that created a clear path to success. The initial phase involved the replacement of Dial-A-Doctor’s current system with a tailor-made call flow.

We needed some unique features that Twilio Flex did not offer as standard, and Synergy was able to customise to suit our exact needs.

Synergy implemented a location-based IVR which checks the caller’s location and informs them whether we have doctors available in their area in real-time. This means our agents are only taking calls where we can provide a doctor, and callers aren’t waiting in queues only to discover there are no doctors available in their region at that time.

Since implementing Synergy Fusion powered by Twilio Flex, our call quality has improved, we don’t get dropouts or crossed calls, and if anything does go astray, Synergy is quick to respond and fix the issue.

We especially appreciate Synergy’s ticketing system, which keeps track of requests and ensures nothing gets missed. In the event that we drop the ball (which can sometimes happen in a busy contact centre like ours) Synergy is quick to flag the issue and follow up. They offer us excellent support.

As a second stage of the project, Synergy developed a function to display serviced locations in real-time through our Dial-A-Doctor mobile app for customers. We’re not satisfied with just that, so we’re already working with Synergy to add additional channels to our contact centre.

We look forward to our continued relationship with Synergy. I would certainly recommend them as professional and quality Twilio Consulting Partners who are eager to please and offer great support.

Neil Hollingworth, General Manager - Systems and Technology, Dial-A-Doctor Australia

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