TL;DR:

RVC needed a secure, modern contact centre that could support multiple hospitals with different requirements. Graia provided a unified, flexible platform with CRM integration, emergency queue routing, advanced dashboards, and dedicated implementation support — all at exceptional value. The result: a future-ready contact centre that enhances customer experience across every department.

Overview

The Royal Veterinary College needed to move away from an ageing, on-premise telephony system that no longer met the demands of its hospitals and multi-department operation. They required a flexible, modern contact centre that could support different workflows, integrate with CRM systems, and provide strong reporting — without disrupting critical services.

Graia delivered a secure, unified platform tailored to RVC’s operational complexity and designed for scale.

The Challenge

RVC faced several obstacles that prevented them from modernising effectively:

  • A legacy system unable to support modern routing or reporting
  • Multiple hospitals and departments with different requirements
  • No unified CRM integration for caller verification or customer history
  • Limited visibility for supervisors and operations
  • No continuity plan for high-priority or emergency cases

RVC needed a platform that could unify their communications while still respecting each department’s autonomy.

The Solution

Graia deployed a cloud-based contact centre that brought consistency, control, and intelligence across the organisation:

  • Progressive migration for each hospital and department to ensure zero service disruption
  • Tenant separation for security, enabling departments to operate independently
  • IVR + CRM integration to identify callers instantly and surface case history
  • Floating dashboards for personalised reporting at agent, team leader, and supervisor levels
  • Emergency queues to prioritise urgent cases and maintain 24/7 responsiveness
  • Webchat and voice consolidated into a single, manageable system

From routing to reporting, the platform was tailored to RVC’s real workflows.

The Impact

RVC now operates with a modern, future-ready contact centre that supports both hospital operations and administrative departments.

  • 100+ users centralised on a unified cloud platform
  • Improved case handling through CRM-connected IVR
  • Enhanced visibility via advanced dashboards
  • Reliable service continuity with emergency queues
  • Consistent support cited as a core differentiator

RVC leadership highlighted Graia’s cost efficiency, implementation quality, and ongoing support as key reasons for success.

“Graia is an excellent solution; it has all of the features you’d expect in a modern contact centre… and combined with the excellent support, I would absolutely recommend Graia.”