All case studies
HealthcareREDUCED MISSED CALLS
A regional pharmacy that never leaves a patient on hold.
Leeton Amcal replaced their ageing on-prem phone system with MCS cloud voice and smart queueing — cutting missed calls and improving customer service.
93%
Answered within 30s
-50%
Missed calls
100%
Satisfied customers
The challenge
- Peak-hour scripts calls were regularly missed, forcing patients to walk in or call competitors.
- The legacy PBX had no visibility into call volume or wait times, so staffing decisions were guesswork.
Our solution
- MCS Communications delivered a fully tailored communication experience, built around the pharmacy’s operational rhythm.
- The MCS team provided same-day updates, configuration changes, and troubleshooting—ensuring the system always reflected the pharmacy’s evolving needs.
- We produced high-quality recordings, including a customised welcome greeting reminding callers that abusive language and violence would not be tolerated. This messaging helped protect vulnerable patients and support staff wellbeing.
The results
- Clear messaging and faster call handling reduced missed calls and improved service consistency..
- The custom welcome greeting reinforced respect and safety for both staff and customers..
- Flexible routing and ring patterns now support the pharmacy’s real-world workflow, not the other way around..
“We just wanted to say a big Thank you to you and your team. We appreciate the help we’ve gotten for the year and how prompt you are with responses—it has helped us a lot. Thank you for putting up with us chopping and changing our minds so often. You and your team are great.”
AW
Alanis Wortley
Leeton Amcal Pharmacy
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