Cloud-Powered Contact Centres with Plunket

The Issue

What Was The Need

PlunketLine offers a free, 24-hour, seven day a week telephone support line for parents and caregivers of children from newborn through to five years of age. As well as offering parenting and health advice, it is also the gateway for accessing additional community-based services.

During the COVID-19 pandemic, PlunketLine staff were unable to access the office, but needed to keep its contact centre operating 24/7. Not only was there increased demand for its service but strict social distancing requirements had to be met.

The Solution

What Was Done

The GoCloud team worked with the Royal New Zealand Plunket Society to implement Amazon Connect. Amazon Connect is a self-service, cloud-based contact centre service that makes it easy for organisations to deliver better customer service at lower cost.

Based on the same contact centre technology that powers Amazon customer service engagements, Amazon Connect is designed to be simple to manage, highly scalable, and an open platform for easy integration with third-party applications. GoCloud got the nurses up and running within 48 hours and continued to support them through all levels of the pandemic.

The Outcome

What Was Produced

In just two days during the Covid-19 lockdown, GoCloud Systems was able to turn PlunketLine’s call-centre into an affordable, online virtual consultation service. A great example of how technology can sit at the heart of not-for-profit service delivery.

GoCloud enabled PlunketLine to scale its call centre service quickly and cost-effectively through Amazon Connect’s cloud contact centre system. It meant PlunketLine could continue to provide its contact centre services, assisting whānau and parents, from wherever their team members could access a reliable internet connection.

How the Royal New Zealand Plunket Society maintained its high level of care through lockdown even made a TVNZ news story. The GoCloud team was proud to have been able to use its expertise in helping to enable the transformation in record time.

“Working with GoCloud was great, they’re easy to deal with and open to requirements, they were knowledgeable of the business and quick to respond to rapidly developing requirements.” Anne Marie Morris Plunketline Manager

Plunket continues to evolve...

For over a century New Zealand parents and caregivers have relied on Plunket; for over 25 years, PlunketLine has been an essential part of this service. Now Plunket is transforming itself again. Learn more about the Royal New Zealand Plunket Society on its website.

Your non-profit can also benefit from working with GoCloud, just like PlunketLine has.

To discuss your IT problems and how GoCloud can provide affordable and practical solutions, get in touch today.

Click here to view the case study

Child care and Well Child provider

Whanau Awhina Plunket

The Royal New Zealand Plunket Trust provides a range of free services aimed at improving the development, health and wellbeing of children under the age of five within New Zealand, where it is commonly known simply as Plunket. It's mission is "to ensure that New Zealand children are among the healthiest in the world".

Support good food
and local business.

Order Now