Birk & Nagra Pharmacies: Family-Run Pharmacy Group
How Birk & Nagra Unified Seven Pharmacies on One Phone System, One Bill and Full Fibre in Three Weeks
How a Warwickshire pharmacy group replaced seven separate telecoms contracts with Cisco Webex and full fibre broadband across every branch, with zero downtime and 100% uptime since go-live.
Pharmacy
21 users
Warwickshire, 7 Sites
Cisco Webex and Full Fibre Broadband
About Birk & Nagra Pharmacies
Birk & Nagra is a family-run independent community pharmacy group serving Royal Leamington Spa, Warwick and Whitnash. Founded in 1979 by Manmohan Birk and Harbhajan Nagra, the business has grown from a single shop to seven branches, alongside an online pharmacy offering repeat prescription ordering and around 8,000 health and wellbeing products.
GPhC-registered and NHS-contracted, the group dispenses NHS and private prescriptions and delivers a wide range of clinical services, including Pharmacy First, flu vaccinations, blood pressure checks, contraception, stop-smoking clinics, medicine usage reviews, needle exchange and a travel clinic. It also offers free prescription collection from local surgeries and delivery to eligible patients.

Now led by Superintendent Pharmacist Jasbir Birk, the group has built its reputation on the founders' original vision of friendly, professional pharmaceutical care. It credits more than four decades of growth to the strength of its community relationships and the trust and loyalty of its patients.
The challenge: Seven Pharmacies, Seven Separate Contracts
Before working with The VoIP Shop, Birk & Nagra were running seven pharmacies as seven separate telecoms accounts, with different providers looking after different branches. The group first met our team face to face at The Pharmacy Show, where Jas talked through the frustrations of running a multi-site dispensary on a setup that wasn't built for it.
The Key Problems Included:
The solution
Birk & Nagra came on board in March 2025. The VoIP Shop moved all seven pharmacies onto Cisco Webex and full fibre broadband on a single 36-month fixed-term agreement, fully project-managed from start to finish. Every site was live within three weeks, with no disruption to the branches.
Cisco Webex Cloud Phone System
All seven branches now run on one centrally managed phone system, with every pharmacy keeping its own local identity and number.
Call Queuing and Hunt Groups
Patients calling at busy dispensing times are held in a queue and answered in order rather than hearing an engaged tone, and hunt groups ring the whole branch team instead of a single desk.
Failover Between Sites
If a branch is short-staffed or unreachable, its calls automatically pass to another pharmacy in the group, so they are still answered by someone who can help.
Call Recording and Out-of-Hours Routing
Call recording supports staff training and helps resolve queries about prescription conversations, while out-of-hours routing makes sure calls outside opening times reach the right message.
Mobile and Desktop Apps
Managers and pharmacists use the Webex mobile and desktop apps to make and take calls on their branch number from anywhere, staying reachable when they are away from the counter.
Full Fibre Broadband
The old copper broadband was replaced with full fibre to the premises at every site, giving each branch a fast, reliable connection that doesn't degrade with distance from the exchange. Each site was fitted with a router fully managed by The VoIP Shop, with a built-in firewall, so branch teams have nothing to configure or maintain.
Hardware: Yealink W73P Cordless Handsets
Two to three Yealink W73P cordless handsets were installed per branch, so staff can take calls at the counter, in the dispensary or in the consultation room. They are simple to use and needed very little training.
Number Porting
All seven long-standing pharmacy numbers were ported across individually, each one planned and scheduled, with no downtime and no missed calls. For patients and surgeries, nothing changed.
Dedicated Account Manager and Price Promise
The group has one named account manager as its single point of contact, one bill for every site, and a price fixed for the full 36-month term with no mid-contract increases. Our NHS England Advanced Telephony Better Purchasing Framework listing, Cyber Essentials, UK GDPR, NHS DSP Toolkit and ICO registration give the group confidence that patient data is in safe hands.
The results
One Platform, One Contract, One Bill
All seven branches now sit on one platform, with one contract, one renewal date and one bill, managed through one dedicated account manager.
100% Uptime
The service has run at 100% uptime since deployment, giving the team confidence their phones and broadband are always available for patients.
Live in Three Weeks
All seven sites were fully live within three weeks, with zero downtime across all seven number ports.
Lower, Fixed Monthly Costs
Monthly telecoms spend has reduced overall, even with every site upgraded to full fibre, and the price is fixed for 36 months under our price promise.
More Calls Answered
Call queuing, hunt groups and failover between branches mean patient calls are answered rather than missed.
"We were dealing with several different providers, contracts ending at different times and bills that never seemed to say the same thing twice. It was taking up time we would rather spend looking after patients. We met The VoIP Shop at The Pharmacy Show and it was refreshing to talk to a team who actually understood how a pharmacy runs. They took on all seven branches, upgraded us to full fibre, moved every one of our numbers across without us losing a single call, and had us fully live in three weeks. We now have one bill, one price that is fixed, and one person to ring if we need anything. The service has not gone down once since. I would happily recommend them to any pharmacy group."
- Jas Birk, Superintendent Pharmacist, Birk & Nagra Pharmacies
Could The VoIP Shop Do This for Your Business?
Running several sites on different contracts, different bills and a phone system that wasn't built for the way you work? We will scope a fully managed solution and support you from installation through to go-live and beyond.
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Explore the Solutions Behind This Project
Birk & Nagra unified seven Warwickshire pharmacies on one cloud phone system with full fibre broadband. Here are the solutions behind the build.