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Case study: Morningside


Morningside Pharmaceuticals Case Study

Download case study PDFAbout the client:

For more than 20 years, Morningside Pharmaceuticals has provided a wide range of niche, high quality branded generic medicines and healthcare products to the UK and International markets from their distribution centre in Loughborough, Leicestershire. Morningside supplies NHS Trusts, pharmaceutical wholesalers and large pharmacy chains around the UK. They also work with The United Nations, NGOs and charities in helping to make a difference in some of the worlds most troubled regions. In recognition of the outstanding work they do, Morningside was awarded the most prestigious accolade for business in the UK in 2012 – The Queen’s Award for International Trade. Their mission statement: ‘to make quality healthcare an affordable and accessible reality throughout the world’ is the cornerstone of their success.

Business need:

Morningside Pharmaceuticals had an Ericsson-LG telephone system that had become ‘end of life’. Continued business growth had created a requirement to add new users to this now aging telephone system and so the team contacted Evoke Telecom Services. It was soon apparent that business communication continuity was a critical requirement for Morningside.

Furthermore the team were also very keen to explore the potential business benefits that a new up to date telephony platform might bring to their business.

Solution choice:

Working closely with the dedicated team at Morningside, several vendor solutions were shortlisted and carefully evaluated for suitability, future proofing and business value.

Given previous satisfactory experience with the Ericsson LG brand and the wide range of products available in the Ericsson-LG portfolio, the iPECS platform was ultimately selected as the best solution to meet Morningside’s needs

Business solutions:

In addition to the Ericsson-LG iPECS platform the team also selected a wider range of complimentary solutions to enable their new telephone system to drive and enhance business efficiencies at Morningside. The ‘iCall’ product was selected to deliver a full suite of telephony management information. ‘Phone-link’ software was loaded on to all key business work stations and laptops to enable telephone system integration into Microsoft
Outlook. Features included desktop pop-up and quick messaging to improve productivity.

Mobility and effective remote working are absolutely key for the business leaders at Morningside. Given this a telephone at home linked directly into the company telephone system, along with an integrated ‘Phontage’ laptop softphone and a ‘Communicator’ iphone integration product were provided for the company CEO and key managers. These solutions were considered to be able to provide an improved and cost effective communication by linking the mobile devices to the company platform.

Benefits

Morningside now have a solution that means they can exercise better control over call traffic and make their business more dynamic. Phone-Link and added value solutions such as voicemail to email have quickly delivered increased business efficiencies. What is more, the team have cleverly and creatively started to use iCall reports to deliver powerful management reports to their customers, increasing their service value and further strengthening Morningside’s brand.

Together Evoke Telecom Services and Ericsson-LG’s iPECS have delivered a truly reliable business communication solution to the team at Morningside
Pharmaceuticals Ltd.

Verdict:

“I don’t remember the last time I encountered a company that went the extra mile for the sake of customer satisfaction quite like Evoke Telecom. I am extremely impressed by the owners David and Susie, for their professionalism and the excellent customer service they provided throughout our corporation. I would recommend Evoke Telecom to any business seeking a telephony technology solution.”
Monica Huang – CIMA Dip. MA, Morningside Pharmaceuticals Ltd
“The new IPECs system indeed provided additional communication options so that communication through our telephone platform is not just limited to ‘in the office’. Thank you to the team at Evoke for the entire set up. Their hard work is recognised and appreciated here at Morningside.”
Dr Nik Kotecha – C.E.O., Morningside Pharmaceuiticals Ltd.
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