Lab 21

The Lab21 team's experience and know-how is coupled with a rapidly growing portfolio of molecular and viral diagnostics, plus pharmacogenetic and patient profiling tests, which all use cutting-edge technology.

Lab21 operates from extensive, state of the art laboratories, which include a Category 3 containment facility at its Cambridge site. Investment in future-proofed LIMS technology helps ensure that external regulatory requirements for public health, pharmaceutical and environmental industries are met. Furthermore, Lab21 is committed to an active, ongoing quality programme that ensures the highest standards of management, testing and service delivery.

As a new company just two years old, Lab21 did not have any legacy systems to replace. The challenge was to provide a flexible communications infrastructure that would allow Lab21 which initially operated on just two sites, Fareham and Cambridge, to function as a single entity. In addition, as a dynamic company with a growing remote workforce, it was important that staff could access the customer support database to answer queries, regardless of their physical location.

Darren Bucknall, Lab21's IT Manager chose the Avaya IP Office system as the core of the Lab21 communications network, because, as Darren commented, "I've used it before, I knew that the Avaya system is feature rich, reliable and scaleable - it met all our requirements. Having completed cost comparisons we decided to contract Excell to install the system. Excell was proactive, making many useful suggestions which reflected their vast experience".

Excell outlined a solution which met all Lab21s requirements for a reliable, scaleable and resilient system between the two sites. The system also defined how calls would be handled internally and externally, whilst meeting Lab21s requirement to drive down ongoing communication costs. The system was designed to incorporate ISDN with a WAN link between the two sites. The link would carry both voice and data so all calls between the two sites are free of charge.

Another benefit of the Avaya IP Office solution is that it allows the use of soft phones, which are particularly useful for remote workers. This means that sales people and people working from home can use their PC or laptop to connect to the Lab21 telephone network. The system allows Lab21 to recruit new staff, who can be based anywhere around the world, and work from their home location, eliminating re-location package costs.

A major ongoing cost saving is the implementation of Excell's Least Cost Routing and Carrier Pre-selection. The system routes calls via the cheapest carrier, rather than just BT. "Cost savings are intrinsic in the Avaya/Excell solution" commented Darren, "We have saved the cost of dedicated receptionists, office accommodation costs have been reduced by using remote workers and, of course, we pay no call charges between our sites".

For more information about the services and solutions Excell can provide for Pharmaceutical professionals, visit our dedicated Pharmaceuticals section.

   Download the full PDF here