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Cloud Communications Case Study: Chorus Modernises Its Communication Capability

Chorus Modernises Its Communication Capability

About the Project

28 Aug 2020


Established in 2017 through the merger of three organisations, Chorus delivers a portfolio of at home aged care, disability, and mental health services. The company has more than 1000 staff and volunteers who provide support to more than 10,000 customers across Western Australia.

The Challenge

Replacing Multiple Communication Systems

When the three companies that make up Chorus were first brought together, the move created some sizable technological challenges. Three different computing infrastructures had to be streamlined and standard processes and workflows put in place.

There were also challenges when it came to communications. Each of the companies had been using a different platform and all were out of date. According to Chorus Head of Customer Relations Jamin Hirte, the most modern system was three years out of warranty and the oldest was approaching a decade.

“We found that one of the platforms relied on a special type of hard disk that was increasingly difficult to source,” says Hirte. “We’d purchased the last three disks in Australia and, if they had failed, we would have had no backup.”

The telephone platforms were also not linked, making communication difficult. Staff could not route calls between different locations and staying in touch with field workers was an ongoing challenge. “It was clear that we needed to find a replacement unified communications system that could support our ongoing activity and growth,” he says. “Retaining what was already in place was never going to be a viable option.”

The Solution

Unified, Modern Communications From 8x8

In mid 2019, the Chorus IT team began discussions with technology partner Scope Logic about the selection of a replacement telephony platform.

The company’s internal understanding of what was available in the telephony and unified communications space was relatively low.

After discussions with Scope Logic and the evaluation of the top solutions on the market, a decision was taken to adopt the 8x8 platform.

Chorus: Cloud Communications

The Benefits

Balancing Cost and Customer Experience
Rather than taking the planned phased approach to rollout, access to 8x8 was provided to all staff in just a week. “There is no way we could have achieved this in such a short period without the support of Scope Logic and the flexibility of the 8x8 platform,” says Hirte.
“Those staff who had been involved in the pilot were able to share their experience with their colleagues which helped to get everyone up and running as quickly as possible. The only feedback we received was that it was working well and everyone was very pleased.”