CASE STUDIES
Adelaide Paediatrics
Overview:
With patient care at the heart of everything they do, Adelaide Paediatrics needed a communications upgrade they could trust. Reliance Communications partnered with the practice to deliver a flexible, cloud-based 8x8 solution - backed by responsive service and decades of experience - to help them stay connected and equipped for future growth.
The Challenge: Modernising a Critical Communications System
By late 2023, Adelaide Paediatrics had identified that their existing 3CX phone system was struggling to keep pace with their needs. The system lacked flexibility and the level of reliability and control that a busy healthcare environment demands. As the clinic continued to grow, Pankaj Arora, ICT Manager at Adelaide Paediatrics, needed a communications partner that could deliver a solution built for the future, and one that was more cost-effective to manage than their existing system.
Pankaj needed more than just a technology provider - he was looking for a team he could trust for advice, support, and long-term partnership.
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Adelaide Paediatrics: Future-Proofing Communications with Reliance and 8x8
Adelaide Paediatrics is a trusted name in multidisciplinary healthcare for children across South Australia. With locations across Adelaide and a passionate team of pediatricians, allied health professionals, psychologists, psychiatrists, and therapists, they focus on delivering collaborative, family-centered care. Efficient communication across multiple teams, locations, and with patients’ families is essential to their daily operations, and to their ongoing reputation for excellence.
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The Approach:
A Relationship Built on Trust and Responsiveness
Reliance Communications made contact with Pankaj through a cold call in December 2023. It was an opportune moment for them to connect. Recognising the importance of thorough evaluation, Pankaj agreed to an initial meeting in early 2024. From that first meeting, Reliance focused on listening carefully, understanding the client’s requirements, and recommending a solution that met both their current and future needs.
We proposed the 8x8 Unified Communications platform: a leading cloud-based system offering voice, video, chat, and contact centre capabilities, all fully scalable as Adelaide Paediatrics grows.
Pankaj also considered other options, including a heavily discounted offer from Zoom. However, the value of 8x8’s feature set, combined with Reliance’s 35+ years of experience and a strong, personal relationship built during the process, ultimately led him to select Reliance Communications.
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8x8 helps businesses of all sizes communicate and collaborate more effectively, whether in the office, remotely, or across multiple locations. With features like intelligent call routing, real-time analytics, and easy integrations with Microsoft Teams, Google Workspace, and popular CRMs, 8x8 streamlines workflows and enhances customer service. Its strong focus on security and compliance, including PCI DSS, HIPAA, and GDPR, makes it a trusted choice for organisations needing reliable, scalable communications solutions.
“From the first discussion I had with George (George Minucos, Managing Director and Founder, Reliance Communications), when he reached out to us to ask if we were planning on upgrading our system in the near future, I could tell we were on the same wavelength in terms of our work ethic and the way we approach business. Whatever George says he will do, he does, and I appreciate that as I also like to do the right thing by the people I work with. George shares that honest, straghtforward approach, which quicky established trust between us,” recalls Pankaj. “Reliance offered us the opportunity to trial 8x8, and if we liked it, we could take it from there, which was very useful.”
Throughout the process, Pankaj demonstrated a meticulous and thoughtful approach, asking detailed questions and ensuring he understood every aspect of the proposed solution. Reliance’s commitment to fast, transparent communication and tailored service played a critical role in building trust.
As Pankaj noted, it was important to him that whenever he had a question or a concern, he could reach a real person who would act quickly - an advantage Reliance is proud to offer its customers.
“The whole process was seamless, and that has been the case since the system went live almost a year ago to the day,” says Pankaj.
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Delivering the Solution:
A Smooth Transition
Once the decision was made, Reliance moved swiftly. A tailored proposal, including a competitive pricing arrangement for 8x8 services, was agreed upon. Installation was carefully planned to minimise any downtime or disruption to Adelaide Paediatrics' operations.
“We spent a few weeks doing all the porting in the background but the implementation of the new system was done in a day. It was very quick and was achieved with minimal distruption to our services,” says Pankaj.
By May 2024, the transition was complete. Adelaide Paediatrics now benefits from a modern, cloud-based unified communications platform, offering:
- Greater reliability and call quality
- The flexibility to operate seamlessly across multiple sites
- Superior system oversight and control
- Enhanced collaboration tools for its team
- Scalability for future growth
- Local, personalised support from the Reliance Communications team
The new system has been instrumental in improving internal communications, streamlining patient interactions, and allowing the clinic’s teams to stay connected from any location.
“Our previous system was managed by an MSP, and often when we needed support it was a time-consuming and expensive process. Now, with the new system, I have much more control over it and can do most things myself, and whenever I do need to call on Reliance for anything, they are there for me right away. Their support costs are also a lot more reasonable.”
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Building on Success:
A Partnership for the Future
Since the successful installation, Pankaj has become a strong advocate for Reliance Communications, referring several other businesses and healthcare providers to our team. His satisfaction with both the solution and the service reflects the importance of matching leading technology with responsive, experienced support.
“I have a really excellent working relationship with George. He just gets things done with minimal fuss. I am always happy to recommend them to other people looking for a similar solution to the one they provide for us,” says Pankaj.
At Reliance Communications, we are proud to have earned the trust of a highly experienced, intelligent, and thorough professional like Pankaj, and we look forward to supporting Adelaide Paediatrics as they continue their vital work supporting children and families across South Australia.
To find out how Reliance Communications can set a new standard for unified communications across your business,
get in touch with us today.
