Case Studies
The Pharmacy Guild of Australia (PGoA) is a national employers’ organisation with over 90 years’ experience in representing and promoting the value of community pharmacy in the Australian health care system. The PGoA sought a reliable telephone system and the ability to work remotely during the COVID-19 pandemic.
BACKGROUND:
The Pharmacy Guild of Australia utilises an on-premise Mitel telephone solution for all external voice communications and staff primarily utilise Microsoft Teams for internal communications including meetings. Due to the pandemic, there was an immediate need for staff to be able to work from any location whilst maintaining the full functionality of being in the office.
CHALLENGE:
Staff were finding it difficult operating with two independent systems, one for internal communications and a separate system for external communications, however they needed to maintain the full feature set of both systems. In order to support the newly distributed nature of the workforce, a cloud-based solution was required.
SOLUTION:
CDM implemented a solution integrating Mitel with Microsoft Teams. This enabled the full Mitel enhanced phone features whilst allowing staff to use Microsoft Teams client as their softphone. External phone calls are easily routed to the Mitel desk phones, mobile phones and/or Microsoft Teams. Staff are therefore able to communicate effectively both with internal and external contacts from a single interface.
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