How Gilbert Opticians Modernised Their Phone System with Seamless Opticabase Integration
How a family-run independent optical practice in Worksop replaced an ageing on-premise phone system with cloud telephony and business-grade broadband, fully integrated with the Opticabase practice management system they already relied on.
Opticians
3 staff and users
Worksop
Cisco Webex / Broadband
About Gilbert Opticians
Gilbert Opticians is a family-run, independent optical practice located at 55 Bridge Street, Worksop. Serving the local community for decades, they provide personal eye care, NHS and private eye examinations, designer and budget frames, and specialised optical solutions.
As the practice looked to modernise, replacing its legacy telephony platform without disrupting the software its team relies on every day became the priority.
The Challenge: An Ageing Phone System With No CRM Connection
Gilbert Opticians wanted to modernise their ageing on-premise phone system by migrating to a fully digital VoIP solution that would provide greater flexibility, improved reliability, and support future business growth.
The key requirements included:
Seamless Opticabase integration
A key requirement was seamless integration with their existing Opticabase practice management system, allowing staff to identify callers instantly, access patient records more efficiently, and streamline day-to-day communications.
VoIP-compatible practice management workflow
Opticabase supports VoIP integration for compatible phone systems, enabling features such as caller identification, click-to-call, and improved workflow efficiency.
Business-grade broadband for voice and practice software
Alongside replacing the legacy telephony platform, Gilbert Opticians also required a business-grade broadband connection capable of supporting high-quality voice calls while ensuring reliable connectivity for their practice management software and daily operations.
Why Gilbert Opticians Chose The VoIP Shop
Gilbert Opticians needed a technology partner that could deliver more than just a replacement phone system. They were looking for a complete communications solution that would modernise their practice while integrating seamlessly with the software their team already relied on every day.
The VoIP Shop was able to provide both a business-grade broadband connection and a fully hosted VoIP phone system from a single supplier, simplifying deployment, support, and ongoing management. A key factor in their decision was The VoIP Shop's established partnership with Opticabase, enabling a seamless integration between the phone system and their practice management software. This allows the team to:
- Instantly identify incoming callers with patient record screen pops
- Click to call directly from within Opticabase
- Automatically log calls against patient records
- Access patient information without switching between applications
- Improve staff productivity by reducing manual administration
- Deliver a faster, more personalised experience for every patient
By combining reliable connectivity, modern cloud telephony, and deep CRM integration, The VoIP Shop provided Gilbert Opticians with a future-proof communications platform designed specifically for the needs of independent opticians.
The Solution
The VoIP Shop delivered a complete, fully managed communications solution designed to meet Gilbert Opticians' operational requirements while providing a platform for future growth.
Cisco Webex Calling (3 Users)
A hosted phone system for three users, providing a reliable, cloud-based telephony platform.
Opticabase CRM Integration
Enabling caller recognition, click-to-call functionality, and improved workflow within the practice management system.
Business-Grade SOGEA Broadband
SOGEA 80/30 business-grade broadband, delivering a fast and dependable internet connection to support both voice and data services.
Unlimited UK Calls
Giving the practice predictable monthly costs without worrying about call charges.
IVR Auto Attendant
Ensuring incoming calls are routed efficiently to the appropriate team member.
Bespoke Audio Branding
Professionally recorded audio branding, creating a polished and professional first impression for callers.
Hardware Deployment
3 x Yealink W73P HD cordless phones and a business-grade router.
Number Porting
1 x main number port.
Ongoing Support and Maintenance
Giving Gilbert Opticians access to expert technical assistance and proactive service management whenever needed.
The Results
A
Modern, Reliable Communications Platform
Gilbert Opticians now benefits from a modern, reliable communications platform that has improved both staff efficiency and the patient experience.
Faster, More Personalised Patient Service
With cloud-based telephony, business-grade broadband, and seamless Opticabase integration, the practice can handle calls more effectively, access patient information instantly, and deliver a faster, more personalised service.
Time Saved Through Opticabase Integration
Seamless Opticabase integration means patient records are automatically displayed for incoming calls, reducing manual searches and enabling staff to assist patients more quickly.
A
Scalable Platform for the Future
The new solution also provides the flexibility, scalability, and ongoing support needed to support the business well into the future.
Could The VoIP Shop Do This for Your Business?
Running an independent practice on a phone system that does not talk to your patient management software, or looking to replace ageing on-premise telephony? We will scope a fully managed solution and support you from installation through to go-live and beyond.
Explore the Solutions Behind This Project
Gilbert Opticians modernised their communications with cloud telephony, business-grade broadband, and seamless integration with their existing Opticabase practice management system. Here are the solutions behind the build.