Case studies
“It’s a real upgrade from an ordinary system to one that is suitable for a busy pharmacy.”
Josie Dan
Koroit Pharmacy
Koroit Pharmacy
Phone and Internet Upgrade
Client Outcome
The implementation of WTCO’s Cloud PBX and 4G modem backup resulted in:
- Seamless Call Transfers: Employees can now easily transfer calls to the appropriate department, improving call flow and internal communication.
- Increased Line Capacity and Efficiency: More incoming calls were handled efficiently without busy signals, improving customer satisfaction and reducing missed opportunities.
- Improved Customer Experience: The pharmacy’s customers now experience smooth communication, better call handling, and clear messaging, contributing to a more professional image and better overall service.
With WTCO’s local support and industry expertise, Koroit Pharmacy now enjoys a reliable, efficient phone system tailored to its needs, leading to enhanced customer service and operational efficiency.
Key Issues
- Busy Tone on Incoming Calls:
Koroit Pharmacy was losing potential business as customers faced a busy tone when trying to call, resulting in missed opportunities and frustration. - Lack of Call Transfer Capability:
The existing phone system did not allow for call transfers to the correct department, making it difficult to route customers to the right personnel, thus creating inefficiencies and a poor customer experience. - Unreliable Internet for Phone Connectivity:
The NBN internet connection was not always reliable, leading to dropped calls and inconsistent service, further affecting both call handling and overall customer satisfaction.
WTCO Solution
After conducting an on-site audit of the pharmacy’s communication infrastructure, WTCO proposed the following solutions:
- Connect You Cloud PBX: Implemented WTCO’s Cloud PBX system to streamline call management and enable features like call transfers, call park, and voicemail.
- 4G Modem Backup: Added a 4G modem to provide a reliable backup for internet connectivity, ensuring uninterrupted phone service even when the NBN connection was unstable.
- Enhanced Call Handling Features: Set up call park and installed a professional out-of-hours message to guide customers to either leave a voicemail or call back during business hours.
"Great feedback from the customers. Literally no issues, hassle free since I ported over. Thanks to Anthony and the team at WTCO for porting our problems so seamlessly."
