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Nanosonics: Migration to Cloud Improves IT Management

Medical device manufacturer Nanosonics migrates from a legacy Mitel PBX to RingCentral — cutting telecom costs by 50%, eliminating call quality issues across 10 locations, and gaining the analytics to optimize their customer service operation.

The Challenge

With over 4,000 inbound calls per month and 200+ voicemails in queue at any given time, Nanosonics' legacy Mitel PBX was generating call quality and stability issues that IT couldn't keep up with — and providing no meaningful analytics to understand or fix the problem.

The Solution

CTPros implemented RingCentral Office for Nanosonics, negotiating favorable pricing that cut per-minute calling costs by 50%, eliminating the T1 line, and delivering the analytics visibility that transformed how the customer service team operates.

About Nanosonics

Nanosonics manufactures innovative medical solutions to prevent the transmission of potentially life-altering infections. Headquartered in Indianapolis, Indiana — with a global HQ in Sydney, Australia — Nanosonics operates across 10 branches in the United States and abroad, with a team of 450+ employees supporting healthcare facilities, patients, and staff members throughout its distribution network. Their work directly supports infection prevention standards of care, making reliable communications infrastructure an operational necessity.

4,000 Calls a Month and a PBX That Couldn't Keep Up

Wayne Holmes, Nanosonics' IT Support Specialist, was managing a communications environment that had grown well past what the legacy Mitel PBX was designed to handle. With over 4,000 inbound calls per month and an average of 200+ voicemails sitting in call queues at any given time, call quality and stability problems were frequent. Managing remote sales agents across multiple states added another layer of complexity the on-premise system couldn't accommodate cleanly.

What made the situation particularly frustrating was the absence of useful analytics. Holmes had no meaningful visibility into call volume patterns, inbound caller spikes, or queue behavior — which meant problems couldn't be diagnosed, staffing decisions were made without data, and the path to improvement was largely guesswork.

Holmes had researched cloud PBX environments while at previous companies and had a clear sense of what he was looking for — a fully secure global phone system with excellent reliability, strong redundancy, and real reporting capabilities. He kept coming back to RingCentral. He reached out to CTPros, Nanosonics' existing support partner, for additional guidance — knowing that CTPros was already deeply familiar with their network infrastructure.

A Trusted Partner, Favorable Pricing, and a Six-Week Implementation

CTPros conducted a full cost comparison showing what Nanosonics could save by moving to RingCentral versus maintaining the existing PBX. The numbers were compelling — a more favorable calling plan cut per-minute usage costs by 50%, eliminating the T1 line saved $350 per month, and additional negotiated discounts added further savings. Nanosonics used a portion of those savings to upgrade their internet bandwidth, ensuring excellent call quality on the new platform from day one.

CTPros' Technical Account Manager Nicole managed the implementation from start to finish — overseeing the planning phases, configuration, and go-live over approximately six weeks.

Better Calls, Better Analytics, and a New Hire That the Data Justified

The improvement in call quality was immediate — Holmes and the Nanosonics team noticed the difference from day one. Features like call attendant routing, call flip between desktop and mobile, fax to email, and voicemail transcription were adopted quickly across the team. Remote sales agents got an app-based platform that let them call and collaborate without being location-dependent.

The analytics, though, were the real game-changer. For the first time, Holmes could directly monitor minute usage, track inbound caller spikes, and understand call volume patterns across the organization. That visibility changed how calls were routed and how customer service agents were scheduled.

One insight stood out immediately: a large proportion of inbound calls were technical in nature — and agents who weren't qualified to handle technical questions were fielding them anyway, creating strain across the queue. The data made the case for hiring an additional technical support representative. That one change reduced pressure on the entire team and simplified the call queue for everyone.

User account management, previously a time-consuming manual process, became straightforward in the RingCentral admin portal. Adding and modifying users no longer required IT intervention at every step.

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