Back to the overview
05 February 2019

What makes this case special?

The demand for a hosted telephony solution was met with an implementation that goes far beyond telephony alone. All communication has now been centralised in a modern, secure, fast and flexible cloud environment. Driezorg is now reachable at all times, is able to work location-independently and has the capability to scale up and down depending on the demand. This facilitates an efficient operation and provides a considerable cost reduction while dramatically improving the quality. The case was fully adapted to the client’s wishes which resulted in a tailor-made solution perfectly suited to the client’s services. And one that will last for years to come!

The challenge

Driezorg is a provider of long-term care (WLZ), (district) nursing (ZVW) and home care (WMO) in the Hattem and Zwolle municipalities. They employ around 1,100 staff in 11 locations. They wanted to organise their services in a more cost-efficient way, including IT and telephony. Each location had its own legacy analogue switchboard. And its own receptionist for incoming and outgoing traffic which was harming the organisation’s efficiency and was causing work to be done twice. Driezorg wanted a centralised contact centre to process the telephone traffic of all locations. In addition, they wanted to replace their legacy switchboards and were looking for a sustainable solution with an optimal price-quality ratio. 11 IT service providers were asked to offer a solution, including RAM Infotechnology.

De oplossing

RAM Infotechnology mapped the requirements and came up with the following proposal:
CareVoice (hosted telephony) for all workstations

eCumulus cloud platform for hosting of the complete IT environment including office automation, SaaS applications, ECD and Mobile Device Management.
Out of all the service providers that applied, we were eventually selected because of our distinguishing elements. The vision of optimisation that matched the client’s situation, the market knowledge (applications, suppliers), RAM Infotechnology’s specialists focused on security, the active application of certification and RAM Infotechnology’s investments in seminars and congresses in healthcare were all key in awarding the assignment. Another important element was that we did not prescribe what hardware and software users can and cannot use. So their previous investment in new laptops wasn’t lost because of this project.

CareVoice was introduced in all locations, our hosted telephony solution in the cloud. No investments are required for switchboards and maintenance is completely outsourced. This provides a huge cost reduction as well as ensuring that reachability is guaranteed. As soon as an on-site internet connection fails for whatever reason, the switchboard immediately switches the lines over to any other location, GSM, voicemail box, IVR, etc. Vital functionality for an organisation like Driezorg because they are dealing with life and death situations. In addition, calls between branches are free of charge which reduces costs by around 15%.

In addition to hosted telephony, eCumulus, the cloud platform for healthcare, was integrated. As a result, the entire IT environment runs in a single centralised application. Users have access to a virtual desktop that can be tailored to each user. A focus on security is of the utmost importance. This allows us to ensure that all required applications, Mobile Device Management and even the ECD (Electronic Client Dossier) run securely in a single environment, communicate with each other and exchange data. It also dramatically reduces the TCO and increases user flexibility and mobility. Driezorg gains in reliability, safety and flexibility while accomplishing considerable cost reductions to boot.

The transition

The entire project, from planning to full transition to the new platform, took less than a few weeks. Not bad for 1,000 workstations!

The challenge

Driezorg is a provider of long-term care (WLZ), (district) nursing (ZVW) and home care (WMO) in the Hattem and Zwolle municipalities. They employ around 1,100 staff in 11 locations. They wanted to organise their services in a more cost-efficient way, including IT and telephony. Each location had its own legacy analogue switchboard. And its own receptionist for incoming and outgoing traffic which was harming the organisation’s efficiency and was causing work to be done twice. Driezorg wanted a centralised contact centre to process the telephone traffic of all locations. In addition, they wanted to replace their legacy switchboards and were looking for a sustainable solution with an optimal price-quality ratio. 11 IT service providers were asked to offer a solution, including RAM Infotechnology.

The solution

RAM Infotechnology mapped the requirements and came up with the following proposal:
CareVoice (hosted telephony) for all workstations
eCumulus cloud platform for hosting of the complete IT environment including office automation, SaaS applications, ECD and Mobile Device Management.

Out of all the service providers that applied, we were eventually selected because of our distinguishing elements. The vision of optimisation that matched the client’s situation, the market knowledge (applications, suppliers), RAM Infotechnology’s specialists focused on security, the active application of certification and RAM Infotechnology’s investments in seminars and congresses in healthcare were all key in awarding the assignment. Another important element was that we did not prescribe what hardware and software users can and cannot use. So their previous investment in new laptops wasn’t lost because of this project.

CareVoice was introduced in all locations, our hosted telephony solution in the cloud. No investments are required for switchboards and maintenance is completely outsourced. This provides a huge cost reduction as well as ensuring that reachability is guaranteed. As soon as an on-site internet connection fails for whatever reason, the switchboard immediately switches the lines over to any other location, GSM, voicemail box, IVR, etc. Vital functionality for an organisation like Driezorg because they are dealing with life and death situations. In addition, calls between branches are free of charge which reduces costs by around 15%.

In addition to hosted telephony, eCumulus, the cloud platform for healthcare, was integrated. As a result, the entire IT environment runs in a single centralised application. Users have access to a virtual desktop that can be tailored to each user. A focus on security is of the utmost importance. This allows us to ensure that all required applications, Mobile Device Management and even the ECD (Electronic Client Dossier) run securely in a single environment, communicate with each other and exchange data. It also dramatically reduces the TCO and increases user flexibility and mobility. Driezorg gains in reliability, safety and flexibility while accomplishing considerable cost reductions to boot.

The transition
The entire project, from planning to full transition to the new platform, took less than a few weeks. Not bad for 1,000 workstations!

Shape your future at Voiceworks yourself