Case Study: UC Upgrade

In recent years, the Turku University Hospital has been investing in its phone and communication systems in a determined manner. Unified communication solutions have speeded up the internal flow of information and enhanced reachability, improved customer service and made the hospital’s operations more effective.

Objectives

  • To improve the effectiveness of the internal communications and operations within the entire hospital
  • To manage personnel resources
  • To clear telephone queues and provide better and more flexible customer service

Solution

  • Mitel’s Solidus eCare
  • MX-ONE
  • Mitel CMG

”Initially, we had our doubts about inte-grating data and telephone service in the same network in the highly critical hospital environment, but it simply is the way to go today. Now all hospital units and their personnel operate in the same network and within the same telecommunications ser-vices. Most importantly, the connections are faster and the units and personnel can be more easily reached,” Rantasalo sums up.

The Turku University Hospital (TYKS), the heart of the Intermunicipal Hospital District of Southwest Finland, is the oldest and, by numbers, one of the largest hospitals in Finland. In addition to Turku, the hospital district VSSHP ky has operations in Raisio, Paimio, Salo, Loimaa and Uusikaupunki and employs a total of approximately 6,500 health care, administration, finance, technology and maintenance professionals.

Its operating area is geographically vast and consists of several branches. This creates challenges for IT and communications connections, which in the hospital environment must function flawlessly, around the clock.

TYKS addressed the challenge with Mitel’s UC solutions based on MX-ONE and CMG as well as Solidus eCare that clears peak call volumes in customer service.

According to Juha Rantasalo, Director of Technology at the hospital district, unified communications solutions that improve the flow of information, reachability and customer service are, in practice, the best way to meet the increasingly stringent effectiveness requirements.

Solidus for Shorter Call Queues

For a long time, the hospital used Ericsson’s MD110 as the framework for its communications systems, but a few years ago it was replaced with Mitel’s MXONE. At the same time, the voice services of new regional hospitals, such as Salo and Loimaa, were integrated in the system.

There are a total of approximately 8,000 users in the system. Nearly 2,000 Dect terminals are used for regular calls and messages as well as for technical alarms.

Key Benefits

  • Branches located around the province use the same communications system
  • Anticipating peak call volumes and required customer service resources
  • More effective operations
  • Cost savings
  • Better customer service
  • Shorter response times

Dect and IP phones will also be used in the new T hospital being completed this year.

In connection with the previous MX-ONE update, Mitel’s CMG was selected as the contact management system, with sufficient capacity for increasing volumes and a guaranteed level of service in all circumstances.

Handling morning peak call volumes in customer service is made easier by Solidus eCare, which directs calls entering the queue to available customer service representatives independently of location. Additionally, data accumulated from call volumes helps anticipate upcoming peaks.

The equipment and maintenance for the entire system are provided by Elisa. The system is owned by VSSHP ky. ”This kind of comprehensive service and its interoperability have been a very positive surprise since, based on our earlier separate data and phone connections our requirements were undeniably extremely strict. The flow of information and messages between the different units is clearly smoother than before, and reachability of personnel and the response times in customer service are also considerably better. At the same time, our cost-effectiveness has improved,” Rantasalo commends.