Pure Physiotherapy is an innovative and clinically led expert musculoskeletal physiotherapy company that offers the highest quality assessment, diagnosis, and treatment of musculoskeletal conditions, ranging from back pain and knee pain to sporting injuries.

Its sister companies MLAS (Medical and Legal Admin Services) and Rehab Direct are part of Pure Unity Health Group which has extensive experience in partnering with the NHS for many years and are now one of the biggest independent providers of First Contact Physiotherapy in the country.

Pure Physiotherapy was using a Hosted VoIP solution supplied by another service provider, but was experiencing a number of operational issues which were negatively impacting performance and user experience.

Opportunities for improvement

Pure Physiotherapy needed an effective and reliable voice communication and collaboration solution to manage appointments. Their aim was to enhance their existing Hosted VoIP service and deliver an improved experience for both physiotherapists and patients.

Poor customer service - Response times for additions and other system changes were slow and hindering operational performance for the Pure Physiotherapy team who needed an efficient collaboration tool.

Limited product knowledge – The current service provider had limited product knowledge,which meant that the physiotherapy teams were not fully benefitting from the phone system’s capabilities.

The Solution

Pure Physiotherapy was looking to optimise the capabilities of their Xelion cloud telephony solution, deliver operational efficiency, and enhance the overall user experience.

Key Components Implemented

Abzorb worked with the team to migrate all 310 Hosted VoIP licences. We were able to offer the Pure Physiotherapy team a stronger commercial offering, and this coupled with our product and technical expertise ensured that they were getting an improved, value for money service.

By moving all licences across to Abzorb, Pure Physiotherapy gained access to comprehensive technical support and our dedicated helpdesk team.

Benefits

The Abzorb solution is more feature-rich, providing users with improved functionality and usability, including:

• Substantial cost savings compared to their previous voice service.
• Single sign-on functionality.
• New call flows.
• Additional call queue and call back features.
• WhatsApp integration.

The Future

Since partnering with Abzorb for their Hosted VoIP service, Pure Physiotherapy has reported a significantly improved user experience, along with a more competitive commercial offering and a better value for money solution.

We got in touch with Abzorb when we were having issues with our IP telephony service.

They listened to the issues we were experiencing with our current voice service and proposed significant improvements to provide an enhanced value for money solution.

Since migrating our Hosted VoIP licences across to Abzorb, we’ve experienced a much-improved service with access to additional features at no extra cost. The Abzorb team has transformed our IP voice solution – resulting in a vastly improved experience for both employees and patients.”  

Michael Shreeves      
Head of IT