Somerset Primary Care Trust are using Nextec’s inbound call service to provide a dynamic on-call service. Our goal was to publish a single contact number for staff to escalate issues in the local hospitals to the on-call manager (who may be the other side of the county) and be able rotate the on-call manager between 30 different “real” telephone or pager numbers. In the past we had an on-call pager that was physically passed between staff, this became a serious issue if lost or staff went sick.

 

We use the web interface to change the “real” telephone numbers each week or whenever we need to change who is actually on call, sometimes this is done by the out of hours staff if they need the pager or mobile redirected urgently or over a weekend.

 

Another feature we find very useful is the real-time logging of all calls made to the service, very useful for troubleshooting problems and tracking lost calls.

 

We have been using this service and similar ones from Nextec for over a year and are very happy with them.

 

Matthew Rawles

Head of Information Technology

Somerset Primary Care Trust

We were recommended to talk to Nextec with regards to a new service we wished to launch to give some additional benefits to our members.

 

Nextec listened carefully to what we wanted to achieve. They then presented us with a technical specification which detailed everything we wanted to do, with some additional recommendations based on their own experience in this industry. After signing off the specification, Nextec worked diligently to deliver the service on time and within the agreed budget. They ensured that the service was thoroughly tested and once the service went live they continued to make improvements to improve the experience that the callers had.

 

They have been very quick to respond to changes we've wished to make on the service since it went live and the response from our members regarding the service has been extremely positive.

 

We have subsequently used Nextec for further inbound solutions, having been impressed by their understanding of what we want to do, their knowledge of the industry and technology needed and their ability to deliver products which we had not found with some of their larger contemporaries.

 

Bill Taylor

Advantage Travel