Managed IT & Cloud PBX for Aged Care & Disability

The Challenge

A rapidly expanding provider of aged care, disability support, and in-home health services approached Arrow with growing concerns about the limitations of their IT and communications setup. With operations spanning across Victoria and New South Wales, the organisation needed a modern solution to unify their technology, improve service delivery, and prepare for continued growth.

A comprehensive IT audit revealed several key issues:

Key goals included:

• Inconsistent systems and security practices across devices and sites
• A lack of call analytics, reporting, and recording for quality assurance
• Missed calls affecting service delivery
• No centralised management of IT assets or licensing
• Gaps in cybersecurity, disaster recovery, and end-user training

Without a clear technology roadmap, the client needed a solution that would support its frontline staff, safeguard sensitive data, and scale easily across sites and services.

The Solution

Arrow conducted a full IT and communications audit, followed by a business needs analysis tailored to the organisation’s current operations and growth trajectory. A comprehensive solution was developed that integrated cloud communications with a fully managed IT support model.

Key features of the solution include:

• 8×8 Cloud Telephony with Microsoft Teams Integration: Unified voice across all sites, with call analytics, reporting, and recording to support service delivery and staff training
• SMS Contact via Teams: Allowing staff to engage with clients directly from their existing collaboration tools
• Mobile Plans and Internet/Data Services: Keeping remote and mobile teams connected
• Managed IT Services: Including unlimited desktop support, endpoint and device management, PC procurement, backup and disaster recovery
• Security Enhancements: Including firewall protections, security policy updates, and staff training to combat phishing and other cyber threats
• Print Logic Software: Providing secure print release to protect sensitive documentation

The Outcomes:

The organisation now benefits from a unified communications and IT solution that is responsive, scalable, and secure, enabling staff to focus on delivering exceptional care.

Benefits delivered:

• Integrated, Scalable IT Support: All technology needs—from device procurement to security and troubleshooting—are handled by Arrow under a single managed service
• Improved Cybersecurity: The organisation’s Microsoft Secure Score now ranks in the top 4% for similar-sized businesses
• Enhanced Staff Efficiency: Secure device management streamlines onboarding and offboarding, while cloud tools enable productive work from office or field
• Reliable Business Continuity: With robust disaster recovery protocols and ongoing support, downtime is minimised and data protected
• Client-Focused Communication: Call recording, analytics, and reporting provide valuable insights to improve customer engagement and operational decisions
• One Point of Contact: Through Arrow’s Turn Key agreement, the organisation enjoys a predictable monthly cost, a dedicated technical account manager, and 24/7 Australian-based support

Procurement Specialists

Arrow Voice & Data is your trusted partner for business IT and communications. As procurement specialists, we handle technology sourcing, implementation, and support—so you can focus on delivering essential services.

With Arrow’s fully managed solutions and Turn Key agreements, you gain a reliable, scalable foundation for growth—no more juggling vendors or worrying about compatibility. One provider, one monthly cost, one support team. That’s the Arrow difference.