We would normally write a case study to give an example of the work we regularly deliver but, there is nothing regular about the lockdown in March 2020 that caused a global standstill.

Although, it definitely wasn’t a standstill for our Essential Services. healthAlliance had to rapidly advance their Digital Transformation project to adapt their customer service solution to ensure they would continue to respond to the 20,000+ calls and 25,000+ online requests* per month for non-clinical health services and ICT support across 4 DHB’s at a time when team members were required to work from home.

As New Zealanders attempted to “flatten the curve” of Covid-19, the pressure was growing inside the hospitals and healthAlliance needed to continue to provide gold-standard support services to medical centres while protecting their staff.

*Based on Monthly Average.

Hitech had already been working alongside healthAlliance to develop a roadmap for replacing their Contact Centre Application as part of a long term strategy. Because of this, it was possible to ensure installation could be seamless for the support staff when longterm became urgent. When the plans for Level 4 lockdown were announced on the 23rd of March both Hitech and healthAlliance acted fast.

Here is what Andrea Kenrick, Manager of the Customer Centre had to say about our project:

“During the recent Covid-19 pandemic response healthAlliance needed to quickly implement a new telephony system for our Service Desk while still providing essential support services to our Northern Region District Health Board customers so that we could move into a Working From Home model.

Hitech was able to help us implement Mitel Contact Centre in just 10 days, delivering a stable telephony platform ensuring we could still meet customer demand.

We were easily able to train our Agents on the new software without disruption. The feedback has been positive as the team has adapted not only to a new telephony system, but also working from home, as well as the unprecedented demand we were experiencing from our frontline health sector customers.

During this time Hitech has been available and responsive. As an implementation partner they made our journey as smooth as possible and worked hard to assist us in meeting our timelines.”

 

healthAlliance provide non-clinical business support services that enable over 26,000 healthcare workers at the four Northern DHBs to deliver high quality health and disability services to their communities.