Case Study: E-zec Medical Transport Services unifies patient communications with Daktela

Next Generation Communications Improves Patient Journey

Emed Group, the UK's largest independent provider of specialist medical transport and clinical services, faced a challenge in unifying its disparate customer communication systems following a period of rapid growth and acquisitions. This mix of legacy and cloud-based solutions was inefficient and hindered operations. To streamline its communications and improve the patient journey, Emed Group partnered with vendor Daktela to implement its cloud-based customer care software.

Daktela implemented its omnichannel platform, which supports voice, text, WhatsApp, email, and social media, across Emed Group's ten sites without any operational disturbance. The solution consolidated all communications, enabling 225 contact center users to manage call flows more effectively. The results included greater operational resilience and immediate service improvements. Daktela provided dedicated project management and training to ensure a smooth transition and continues to offer ongoing support.

Emed Group

Craig Smith

Chief Executive