Koroit Pharmacy Case Study

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“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

  1. 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.
  2. 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.
  3. 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."