Case Study 1 - NEC Hybrid IP Telephony

NEC Xn120 - Case Study - Chingford Kennels

Chingford Kennels and Cattery has been established for over 35 years and is part of the Goddard Veterinary Group, an internationally renowned chain of vet practices located in Greater London.

The kennels includes an on-site veterinary surgery, with the Goddard animal hospital close by.  The site provides boarding and quarantine facilities for virtually all small animals, as well as procedures for pets to enter the UK where quarantine is not necessary.

In 2006, a new hydrotherapy unit was opened.



The Application

For many years Chingford Kennels were using a traditional PBX phone solution, but this had limited functionality, was costly to maintain and altering extensions often resulted in downtime for the company.  Operating in a specialist business, and dealing with concerned owners as well as pets of different shapes and sizes, the company needed to introduce a modern telephone system that would allow them to benefit from all of the latest functions needed to run an organisation, without spending a small fortune.  The Kennels needed a solution that not only delivered an effective call handling capability, but also provided voicemail and a call recording capability.  In addition, in order to gain industry accreditation, the new hydrotherapy unit had to be part of the phone network, but the elements of water and humidity presented their own technical and safety problems.  Finally, although they felt that there were advantages to the new VoIP systems, it was not something that the business needed today.  However, they did want a system that did not close the door and was capable of moving to the new IP voice technology when they were ready.

The Solution

Polaris Telecoms recommended the installation of the NEC Xn-120 telephone system, as being a system that was rich in features, ticked all the boxes that the company needed immediately, yet was capable of extending into IP technology in the future, and came within their budget.

Special Requirement

The Hydrotherapy Unit

Matt Cornell, General Manager of Chingford Kennels, explained why the Goddard Vet Group had invested in this state-of-the-art hydrotherapy unit.  "Most dogs love water and swimming and the new pool has been designed as a safe, comfortable and carefully controlled environment which encourages low impact, non weight-bearing exercise.  Following surgery, dogs can swim as soon as the stitches are removed and wounds are healed.  The warmth and natural water pressure of our pool is comforting and an excellent way to reduce inflammation and regain mobility without putting unnecessary stress on joints.  So, not only does the unit provide a natural treatment extension to dogs under the care of our own vets, it is also available to other veterinary practices and the public".

Matt continued - "However, in order to be able to offer the hydrotherapy facility to outside parties, we had to have accreditation with the Canine Hydrotherapy Association, and part of their requirements include a telephone connection within the unit.  This posed problems, since personnel would be required to handle calls with the associated safety risk of wet hands and a humid atmosphere.

A specialist extension telephone was required but these can be very expensive.  Polaris Telecoms, however, were able to source a very reasonably priced Linkcom water resistant phone from France.

In conjunction with the NEC Xn-120 system, our hydrotherapy staff are now able to make and receive calls in complete safety.  The unit is now increasingly used by other vets, referring dogs here for treatment, as well as by members of the public who see the benefit of this type of exercise for their dogs, and the profitability of the unit is increasing month on month.

The benefits to Chingford Kennels of the NEC Xn-120 installation

The NEC Xn-120 solution is popular with management and staff alike.  The system has given the business modern phone system functions, providing a professional appearance to outside callers and improved operating efficiencies internally.

Matt Cornell again - "Inevitably there were some teething problems when the system was installed, but Polaris Telecoms went out of their way to ensure that these were resolved as quickly and effectively as possible.  We looked at other solutions, but decided on the Xn-120 since it gave us everything we wanted.  If we need to put more lines and extensions in, the capacity is there, plus it is future-proofed for when we decide to adopt IP telephony.  Currently, all our telephone lines are analogue, but all we need to do is add an IP card into the system and we will be fully enabled for the new technology.  We will not be forced down an "upgrade path" via ISDN circuits, although I know the system can handle this if that is our decision.  Neither will we have to replace our telephone switch.  Now I fully understand and appreciate the advantages which a hybrid system provides.

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