Cloud-Based Unified Communications for Aged Care & Hospitality 

The Challenge

A multi-site care and hospitality organisation providing services to the aged and disabled, approached Arrow to address persistent issues with their outdated and fragmented communications systems.

Their legacy PBX relied on third-party SIP trunks, cordless DECT phones, and mobile devices—but frequent outages, poor coverage, and high maintenance costs made operations increasingly difficult. The existing system lacked flexibility, limiting their ability to quickly onboard new staff or support internal communications across business units.

Key challenges included:

• A failing legacy phone system and unreliable mobility setup.
• No centralised messaging capability between staff across departments.
• Limited coverage from DECT phones across a large physical footprint.
• Inadequate call reporting for managing workloads and customer service.
• Costly and delayed maintenance from multiple third-party providers.

With operations open seven days a week, the organisation needed a robust, secure, and easily managed communication platform to support staff, residents, and members alike.

The Solution

Arrow worked closely with the client to assess operational needs and deliver a cloud-based communications solution that unified their business units.

The legacy phone system was replaced with the 8×8 cloud-based Unified Communications as a Service (UCaaS) platform. The solution included mobile apps for on-the-go staff, large touchscreen handsets in aged care nursing stations, and smartphones to replace DECT handsets—improving mobility and reach across the site.

The key components of the solution included:

• 8×8 Cloud Unified Communications Platform: Replacing end-of-life PBX with scalable cloud UC.
• Smartphones & Mobility App: Enabling roaming staff to stay connected across departments.
• Touchscreen Handsets in Critical Areas: Supporting aged care staff with high-visibility, easy-to-use devices.
• Managed Deployment: Including number porting, staff training, and full system cutover, executed with strict adherence to COVID safety protocols, including PPE use to protect vulnerable residents.
• Centralised Management & Reporting: Allowing admin teams to update staff details, access real-time call data, and manage workflows via a browser interface.

The Outcomes:

The new system delivered significant improvements in both staff and customer experience across their sites.

• 30% Reduction in Callbacks: Thanks to better call handling and roaming capabilities.
• Improved Answer Times: Ensuring every customer or internal call is promptly addressed.
• Decreased Downtime & Maintenance Costs: Remote support and programming streamline operations.
• Enhanced Mobility: Staff are reachable by SMS or voice, regardless of location.
• Better Staff Management: Real-time call reporting supports scheduling and resource planning, particularly valuable during COVID-related absences.
• Simplified Billing: All mobile and communications services are consolidated through Arrow, with one provider and one point of contact.

Procurement Specialists

Arrow Voice & Data is your trusted partner for complete IT and telecommunications solutions. As procurement specialists, we take care of everything—technology sourcing, service deployment, account management, and ongoing support, all under one roof.

With Arrow’s Turn Key solution, your organisation benefits from a single bill, local support, and peace of mind that your systems are compatible, scalable, and future-ready. Focus on delivering care and services to your community while we manage the technology behind it.