Case Study: Medivet achieves improved client call experience with Redcentric

Medivet - Customer Case Study

Medivet, a leading UK veterinary services provider with more than 1,000 vets across 378 sites, needed to modernize a highly fragmented telephony environment made up of over 100 providers. The complexity created administrative overhead, inconsistent features, and a poor client call experience, while Medivet also needed better support for hybrid working and emergency call handling.

Redcentric implemented its hosted telephony service, Unity, to create a single enterprise-grade platform tailored for support centre users, 24-hour hubs, and first-opinion practices. The rollout completed by December 2023 and delivered improved call routing, IVR, hot-desking, centralized reporting, and more reliable support, helping reduce abandoned calls and improve queueing; Medivet also reported deploying up to 20 practices a week with very few issues and gaining a simpler, more resilient system with no downtime.

Medivet

Claire O’Connell

Chief Information Officer