Technology Magazine November 2023 | Page 165

DPV HEALTH
Toal joined in August 2019 and as the new CIO his strategy was to roll out a controlled digital transformation – but most of that plan went quickly out of the window with COVID- 19 . Some of the elements of the plan , such as new equipment and Azure Virtual Desktop , were accelerated to accommodate staff working from home , and DPV Health had to switch to providing telehealth services within two weeks .
With Victoria being the most lockeddown state in Australia , and one of the most restricted in the world , it was even harder for people to access vital health services – which placed extra pressure on Toal and his teams .
“ We were trying to drive the transformation while supporting all of these extra , urgent demands that were popping up as part of the pandemic response ,” recalls Toal .
“ We were having to help setup and shift the services , acquire printers , laptops , iPads . A lot of the early part was getting our hands on equipment . We needed to make people more mobile . Luckily we had a good relationship with Microboss and that helped us to get all the equipment that we needed .” “ We also had important partners to help us with the CRM development . Delta Insights were really important for the delivery of that system and then linked to that , we needed a cloud-based phone system , and that ’ s where RingCentral and NativUC came into the picture .”
We all know that the pandemic accelerated digital transformation and that became in some ways a silver lining to a very dark cloud . Toal admits it was an enabler and helped DPV Health get things done quickly “ because we had to ”.
And while the pandemic was a period of intense change , there is still more to come . Toal has completed the delivery of
RINGCENTRAL AND NATIVUC
“ Before RingCentral , we didn ’ t have a contact centre ; we had a phone system with an IVR [ Interactive Voice Resonse ] that directed you somewhere .
We ’ ve got a massive client base where 10 % of our clients have Arabic as a first language . They ’ re our biggest group . But then we ’ ve got lots of different language groups . One of the things we wondered was , in the future can we have some language translation capabilities ?
We haven ’ t quite got there yet , but we ’ re on the path . This makes it a much more personal experience .
Phone system projects always get very complex . NativUC knew the technology and took time to listen and understood our requirements , to find the best product that was meant for us , and for our long term vision . In the end , we chose RingCentral because long term it represented the best return on investment .
After we decided on RingCentral , NativUC was invaluable throughout the process in getting our numbers ported , working with the RingCentral team , and sorting out the financials and support arrangements .”
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