The Northern Coalfields Community Care Association (NCCCA) is a vibrant, community-owned, not-for-profit organisation established in 1988 to provide a range of accommodation, healthcare and community services for seniors in the Hunter Valley of New South Wales. With more than 280 staff working across six entities, including three residential aged care facilities, NCCCA has always had a passion for ensuring older people receive the highest standard of care and support and to make a difference by way of quality services being available to people irrespective of their socio-economic background and individual circumstances.
NCCCA was operating with a fragmented, outdated on-premise phone system across three main locations. Each system operated in isolation, leading to communication breakdowns, call transfer limitations, frequent outages, and no built-in redundancy.
A detailed infrastructure audit revealed that not only was the hardware obsolete, but the existing telecommunications setup was riddled with inefficiencies and overspending. The impact was particularly felt in NCCCA’s community and transport services, where missed calls and delays were directly affecting service quality and reputation.
After RingCentral deployed 200+ extensions across three physical locations, NCCCA now has one unified cloud communications platform, with built-in redundancy to eliminate outages. The RingCentral platform has also improved collaboration for users, and enhanced the customer experience, with RingCentral’s desktop and mobile app and integrated Nurse Call solution creating better communication pathways with residents, their families, and staff.
A RingCentral certified delivery partner began the digital transformation journey for NCCCA, starting with a comprehensive site and telecom audit. The technical shortcomings and cost inefficiencies identified generated cost savings of $3,000 per month, which NCCCA was able to reinvest into upgrading its network infrastructure, moving NCCCA from a consumer-grade NBN service to a business-class 1:1 fibre connection, ensuring speed, reliability and scalability.
