East Anglian Air Ambulance - Introducing a 3CX Call Flow

Posted by Netmatters
26th February 2024

The Client

Championing ‘Your Local Life-Saving Charity’ the East Anglian Air Ambulance (EAAA) is a renowned and brilliant charity providing life-saving critical care 24 hours a day, 365 days a year by air and road. From road traffic collisions and cardiac arrests to medical emergencies, their specialist doctors, critical care paramedics, and expert pilots bring the advanced skills, equipment and medicine directly to a patient in need, all in the fastest time possible. 

The Problem

When it comes to life-saving services, communication is paramount in the day-to-day run of events. With situations where experts need to efficiently and effectively understand the problem and send the required aid, a clear line of communication can be quite the literal difference between life and death.

Before Netmatters, the East Anglian Air Ambulance operated much of their communications through a modern phone system but were without a system that could resolve the various communication challenges that were persistent issues. This included tasks such as alerting on-call staff to potential issues and maintaining clear lines of communication with team members in transit (enroute to a patient or incident). Furthermore, the system lacked the capability to efficiently program a scheduled rota for the emergency response team.

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The Solution

It was clear to us that the East Anglian Air Ambulance (EAAA) faced a set of challenges that required a tailored solution, bespoke to their operations. Their primary needs included establishing reliable communication channels, the capability to record phone conversations, and a robust backup plan in case of signal loss or connectivity issues in remote or low-signal areas.

To address these unique requirements, Netmatters conducted a thorough assessment of EAAA's existing phone system and subsequently devised an effective solution by implementing the 3CX phone system service. The adoption of the 3CX phone service delivered a range of advantages, such as:

  • Seamless Mobile Communication: EAAA personnel could now make calls on the go, ensuring uninterrupted connectivity when enroute to a patient or incident in need.
  • Intelligent Call Routing: The system incorporated intelligent routing to mobile applications, optimising the way calls were directed to the on-call staff.
  • Precise Call Recording: EAAA could accurately record voice conversations.
  • Efficient Staff Rota Management: The system facilitated efficient management of staff rotas, streamlining workforce scheduling and coordination.

By deploying the 3CX phone system, Netmatters successfully addressed EAAA's specific communication and operational needs, providing them with a robust and versatile solution.

Yellow air ambulance next to the East Anglian Air Ambulance logo.

The Results

Working with Netmatters, the East Anglian Air Ambulance (EAAA) has successfully implemented and customised the innovative 3CX phone system to meet their specific needs.

Now, with the newly integrated 3CX system, any potential communication disruption due to a loss of 3G or 4G connectivity during enroute aid calls is now expertly managed. Calls are intelligently rerouted to a failover mobile service, ensuring that call recordings continue with unparalleled clarity. This reliable recording process ensures the preservation of crucial call information, meeting both operational needs and legal requirements.

Furthermore, the 3CX system goes beyond being just a call management solution. It offers EAAA an exceptional staff management feature. By seamlessly importing and synchronizing their staff roster into the new system, EAAA gains the ability to swiftly and effectively connect calls to the appropriate on-call staff members, streamlining their response process and internal administration processes.

Through the deployment of this modern and up-to-date 3CX VOIP solution, the East Anglian Air Ambulance has significantly elevated its communication capabilities, enhancing its ability to deliver crucial care to those in need.

How Netmatters Can Help You

Here at Netmatters, we are dedicated to providing you with the bespoke services you need. Specialising in Bespoke Software, Digital Marketing, and IT support, we understand the landscape of the online world in its entirety and can help you find the solution to your problems.

Now, East Anglian Air Ambulance have the solution they needed, and you can view our other case studies to find out exactly how we’re effecting the online world.

So, whether you are keen on developing a new site to drive leads for your business, need to open lines of communication in your business, or are simply curious at how your business can be optimised – Netmatters is here to help you.

With experts across Cambridge, Wymondham, and Great Yarmouth always on hand for a free consultation, contact us today and find your solution.

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