Next Generation Communications Improves Patient Journey

“Moving from several inherited tools to a unified system has enabled us to manage our call flows in a far more effective and efficient manner whilst also providing greater operational resilience.”

Craig Smith
Chief Executive
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E-zec Medical, the UK’s largest independent provider of specialist medical transport, transformed its customer care by standardising its communication tools through the Daktela cloud platform. Faced with the challenge of integrating disparate systems after rapid growth and multiple acquisitions, E-zec needed a scalable, reliable solution that could unify operations across its 30 depots and 225+ contact centre users.

After a successful pilot in June 2021, E-zec rolled out Daktela across ten sites, ensuring seamless communication via voice, SMS, WhatsApp, email, and social media—all without disrupting daily operations. The implementation allowed them to retire legacy systems like Avaya, Gamma Horizon, and 8x8, streamlining workflows and cutting costs.

By consolidating all communication channels, Daktela enabled E-zec to manage call flows more efficiently, improving both staff productivity and patient experience. With interactive onboarding and live UK support, the transition was smooth and staff adoption rapid.

To future-proof operations, E-zec now plans to integrate Daktela with Microsoft Teams, leveraging Daktela’s partnership with Valto, a Gold Microsoft Service Partner. The result is a resilient, unified platform tailored to support E-zec’s mission of delivering high-quality patient care enabled by next-generation communication technology from Daktela.

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