How a Kent Home Care Provider Unified Their Mobile Workforce with Cloud VoIP
Background
A leading UK home care provider operates over 200 franchise offices across the UK and Ireland, making it the largest private home care provider in the sector. With a distributed workforce supporting thousands of service users, effective communication is critical to delivering high-quality care.
Before partnering with Dragonfly Managed Technology, their communications setup was outdated and limited. While they had connected phones, the system lacked call recording, archiving, and support for a hybrid workforce. Hardware was poor quality, and staff often faced challenges maintaining reliable, efficient communication across offices.
The Challenge
The organisation faced several operational challenges:
Limited mobility,restricting carers’ ability to stay connected while in the field.
No call recording or archiving, hindering training and compliance efforts.
Inefficient hardware,leading to frustration and decreased productivity.
These issues had a direct impact on care delivery, slowing response times, complicating staff communication, and increasing operational costs.
Our Solution
Dragonfly Managed Technology implemented a comprehensive communications overhaul:
Business Telephony & VoIPDeployed a cloud-based PBX with VoIP to improve call reliability and flexibility.
5G ConnectivityInstalled high-speed 5G routers to ensure robust connectivity for offices and mobile carers.
Unified CommunicationsIntegrated chat, video, and calling features with Microsoft Teams to support collaboration across offices and remote teams.
Hardware UpgradesProvided high-quality handsets, routers, and mobile devices to improve usability and staff experience.
All implementation followed a structured project plan based on PRINCE2 methodology, ensuring a smooth rollout with minimal disruption. Staff received full training and ongoing support to maximize adoption and productivity.
Results
The transformation delivered measurable and qualitative benefits:
25% reductionin communications costs.
Improved call reliability and quality,Upgraded to award-winning Xerox VersaLink machines for superior performance and durability.
All calls are recorded, archived, and backed upenhancing training, compliance, and accountability.
Enhanced mobility for carersenabling faster response times and seamless remote working.
Boosted productivity and team collaborationwith staff reporting a far better experience than the previous system.
Ongoing Partnership
Dragonfly Managed Technology continues to provide account management and support, ensuring the communications infrastructure scales with the organisation’s growth and future needs.
Summary
By upgrading telephony, connectivity, and unified communications, Dragonfly Managed Technology enabled a leading UK home care provider to streamline operations, reduce costs, and empower staff with reliable, flexible tools — ultimately improving care delivery across their network.
Dragonfly Tech UK
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