Telecom Together Case Study - Rossdale & Partners

Background

Rossdale & Partners is an internationally renowned and respected equine veterinary practice, which was established almost 50 years ago in Newmarket, the home of horse racing and its associated industries. Today, it is the largest equine practice in the UK, employing leading veterinary professionals who provide first opinion, emergency and referral services. There are three distinct areas of the practice. Beaufort Cottage Stables and Beaufort Cottage Laboratories operate from the centre of Newmarket, providing ambulatory services and a full equine clinical pathology service respectively. In nearby Exning, all referrals are dealt with at Rossdales Equine Hospital & Diagnostic Centre. Significant investment in infrastructure and the most sophisticated technology available has resulted in a brand new, state of the art Diagnostic Centre to complement existing facilities. This superb new building, which opened in October 2008, will ensure that Rossdale & Partners continues to be a world leader in equine veterinary healthcare for the Thoroughbred industry and the wider equine population.

The Business Requirements

In early 2006, Rossdale & Partners set about addressing certain business challenges to reduce costs, and improve the management information generated from their telecommunications infrastructure.

By understanding the current usage in detail it would be possible to manage the service, and to inform future investment in telecoms to further improve client service and satisfaction.

There was a requirement to have a single consolidated service across all sites; there was a requirement to have 24 x 7 access to management information, and there was a requirement for responsive customer support.

Addressing the business challenges

Andrew McGladdery, partner responsible for support infrastructure, set about rationalising the costs and improving the management information across the group.

'We wanted a single supplier who was able to provide a competitive and responsive service. We also wanted management information that would help us to understand our call profile, and to plan our future telecoms investments.

'As a practice, we are on call 24 x 7. There are different priorities in the various areas of our practice, but being available to respond is a common requirement across all areas of our business.

'We have a number of ambulatory vets who need to be contacted on the move; we have surgeons and their teams based at the hospital, and we have support staff in the laboratory and accounts departments - all of whom use telephony as a significant means of communication - internally and with our clients'.

'Since working with Telecom Together, we have rationalised our cost base significantly; we have useful management information, and we have a responsive service provider if problems occur.

'Telecom Together provide a range of related services - in particular telephone systems and mobile phones, and we value their ongoing help and advice in looking for solutions that address our needs'.