TriviumMeulenbeltZorg

TriviumMeulenbeltZorg personalises customer contact with Mitel IP telephony

ABOUT TRIVIUMMEULENBELTZORG

TriviumMeulenbeltZorg is a health-care institution that runs nursing homes and provides home care in Almelo, Borne, Hengelo, Tubbergen, Twenterand and the surrounding area. It is the result of the merger of Trivium and Meulenbelt, and currently runs sixteen locations.

The Challenge – The organisation is the result of a merger between two health-care institutions. Each institution had its own telephony solution. They are also changing their concept. Instead of large homes at the edge of villages and towns with 200 to 300 flats, they are now tending towards more small homes with between 48 and 90 residents. Instead of a reception at every home, they wanted a central solution for the institution’s telephony needs.

Business Type: health-care institution that runs nursing homes and provides home care in Almelo, Borne, Hengelo, Tubbergen, Twenterand and the surrounding area.
Location: the executive committee is based in Borne, and there are sixteen nursing homes.
Configuration: three networked Mitel 3300 ICPs at the main nursing homes, with one central Contact Centre. The other thirteen homes are connected via these three locations using Mitel Teleworker or a link to the existing equipment (Matra).
Website: www.triviummeulenbeltzorg.nl

Customer Needs:

• Central call centre linked to the sixteen homes
• Customer information displayed on screen straight away if customer or family member calls
• Easy to manage
• Reliable

Solution Components:

• 1 x Mitel 3300 MX Controller (350 sets)
• 1 x Mitel 3300 LX Controller (384 sets)
• 1 x Mitel 3300 CX Controller (20 sets)
• 10 x Mitel Unified Communicator Advanced
• 15 x Mitel Teleworker
• 25 x Mitel Unified Communicator Mobile
• Mitel Contact Centre Business Edition for 10 agents
• QSIG link with the existing Matra environment
• Link to nurse call systems

Results:

The results of the implementation at TriviumMeulenbeltZorg:

• Optimum communication due to a central 0900 number.
• Improved service thanks to the link between telephony and data: customer information is displayed on screen as soon as the customer calls, and other information can be retrieved quickly.
• The sixteen homes can be managed remotely.
• Future-proof solution that can grow along with the institution’s needs.

TriviumMeulenbeltZorg (PDF 779KB)