Hosted PBX
How we improved call reception and call flow service at Metro medical Centre
Overview
At Synex Technology, we are proud to be one of Australia’s early providers of Hosted PBX services. Our cloud based phone solutions give organisations a professional, flexible phone system without the cost and complexity of owning and maintaining traditional hardware. Systems can be scaled up or adjusted very quickly as business needs change.
Metro Medical Centre is a busy general practice with high daily call volumes and a heavy reliance on fax for referrals, scripts and reports. Their existing traditional phone system was expensive to run, difficult to expand and could not handle peak times smoothly. They engaged Synex Technology to design and deliver a modern telephony platform that matched their operational workflow.
The challenge
Metro Medical Centre faced several issues with its legacy telephony environment:
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High and unpredictable phone bills from a traditional phone service.
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Limited scalability when they needed more extensions for doctors and nurses.
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Poor call handling during busy periods, leading to long wait times and missed calls.
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Heavy reliance on fax for clinical documents, with no digital process and constant paper handling.
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No clear business and after hours call routing, which created confusion for patients and staff.
Operationally, they needed:
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16 extensions in total.
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Two dedicated reception lines to handle a high volume of incoming calls.
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Extensions for doctors and nurse stations.
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A digital fax solution to manage a large volume of inbound faxes.
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Call queues, business hours and after hours routing, and more flexible call handling options.
Our solution
Synex Technology designed and implemented a Hosted PBX solution tailored to the way Metro Medical Centre operates.
1. Modern Hosted PBX platform
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Delivered a cloud hosted PBX service with 16 extensions.
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Allocated extensions to match roles and locations:
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Two dedicated reception extensions for front desk staff.
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Fourteen extensions for doctors and nurse stations.
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2. Intelligent call flow and call queues
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Implemented call queues so incoming calls are placed in an organised queue during peak periods instead of receiving an engaged tone or being missed.
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Configured priority call routing for reception so front desk staff have full visibility and control of incoming calls.
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Set up call overflow rules so calls can be redirected to other staff when reception is busy, minimising abandoned calls.
3. Business hours and after hours setup
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Defined clear business hours rules so calls during opening times route directly to reception or to an IVR menu if required.
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Created an after hours call flow that:
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Plays a professional recorded message with opening times and emergency instructions.
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Offers options such as leaving a voicemail for non urgent matters.
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Enabled easy changes to hours and messages for public holidays and special events.
4. Digital fax solution
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Implemented a digital fax service integrated with the Hosted PBX platform.
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Incoming faxes are now delivered as electronic documents (for example, to a shared email inbox), reducing paper handling and improving record keeping.
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Staff can access faxes from authorised devices, improving speed and accuracy when dealing with referrals and clinical correspondence.
5. Management, reporting and support
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Provided portal login for call reporting so the practice admin team can see call volumes missed calls, and staff levels can be adjusted based on real data.
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Delivered user training for reception and clinical staff so they are confident using features such as transfer, hold, conference, voicemail and fax retrieval.
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Ongoing support and remote management, allowing changes to call flow or extension settings without onsite visits.
Implementation
The migration was carefully planned to minimise disruption:
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Existing numbers were ported to the Hosted PBX service so patients could continue using familiar phone numbers.
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The new system was built and tested in advance, including call queues, messages, fax routing and extension mapping.
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Changeover was scheduled outside peak consulting times to avoid impact on patient care.
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Synex Technology provided onsite and remote assistance on go live day and in the days that followed.
Outcomes
Since moving to the Synex Hosted PBX solution, Metro Medical Centre has experienced:
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Improved call handling at reception with fewer missed calls and shorter wait times during peak periods.
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More predictable telephony costs by moving from traditional telephony charges to a managed Hosted PBX service.
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Better alignment of phones with clinical workflow, with extensions that match rooms, staff and roles.
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Streamlined fax handling through digital fax, reducing paper usage and improving traceability of clinical documents.
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Greater flexibility to add, remove or reconfigure extensions and call flows as the practice grows or changes.
Key Hosted PBX features delivered
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Hosted PBX with 16 fully featured extensions.
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Call queues and call overflow rules for high call flow.
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Business hours and after hours call routing with professional announcements.
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Digital fax service with electronic delivery of documents.
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Voicemail for key extensions with voicemail to email.
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Call reporting and basic analytics.
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Ongoing management and support from Synex Technology.
Why Metro Medical Centre chose Synex Technology
Metro Medical Centre selected Synex Technology because we could provide:
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A modern Hosted PBX solution aligned with Australian healthcare practice needs.
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A scalable platform that can grow as the practice expands.
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A single provider for IT and telephony reducing complexity.
Direct touch to expert. No waiting/routing to multiple department.
Client:
Oceanthemes