Case Study: UDG Healthcare achieves enterprise-wide unified communications and seamless remote telephony with Zoom Video Communications

UDG Healthcare Unifies Communications With Zoom During the Pandemic

UDG Healthcare, a Dublin‑based global healthcare advisory and services group, relied on high‑quality video communications across multiple subsidiaries but faced fragmented telephony after many acquisitions. With different fixed‑line phone systems, aging hardware and costly contracts — and desk phones unused when employees shifted to remote work during the pandemic — the organisation needed a flexible softphone solution for sales reps and a way to unify communications across its businesses.

UDG implemented Zoom Meetings and Zoom Phone, purchasing more than 2,000 phone licenses and rolling out the service across back offices and group employees in the U.S., U.K., and Europe. The unified platform enabled seamless calling on laptops, mobiles and iPads (about 500 representatives now call healthcare professionals from iPads), easy call transfers and meetings, expanded webinar capability (supporting events up to 9,000 attendees), cost savings, and plans to extend Zoom Phone across the wider company.

UDG Healthcare

Jeremy Heaven

Group Service Delivery Manager