Client: Back In Line Chiropractic

Service type: Internet and Phone Solution 

Deliverables: Bundled Internet Solution and integrated Telephone System

Managing communications in a changing allied health landscape

Running a healthcare practice across multiple locations comes with enough moving parts. For Practice Director Roy Smith at Back In Line Chiropractic, managing communication systems across two locations was an added complexity that needed a holistic and scalable solution.

For more than 23 years, the Melbourne-based chiropractic business has focused on delivering consistent patient care across its locations. After years of working within the industry, Roy established his own practice early in his career with the opening of the Southbank clinic in 2003, followed by the opening of his additional North Caulfield practice in 2018. 

“Since opening the practice, we’ve always maintained a strong focus on patient relationships and operational consistency.

But as technology evolved, the clinic’s communications infrastructure needed to change with it. We knew we had to stay ahead to keep up with patient needs across the two locations,” says Roy. 

Originally operating on older copper-based phone systems, the practice was managing a transitional mix of legacy technology and newer Voice over IP services. While functional, the setup lacked flexibility and made it difficult to efficiently manage calls between the two sites.

That’s when Comvergence stepped in.

Upgrading to stay ahead

The initial solution introduced a hybrid environment that bridged traditional PABX infrastructure with modern VoIP capability, allowing incoming calls to flow more reliably through the system while minimising disruption to the business. As both clinics continued to grow, the setup developed into a fully managed communications environment designed around flexibility, reliability, and ease of use.

Today, both locations operate on a managed solution including NBN internet with 4G backup, Cloud PBX phone systems, and managed wireless infrastructure. At the Southbank clinic, this includes a Cisco 927 Internet Router, Mikrotik 4G extender, Ubiquiti wireless access points, and a 28-port PoE switch to support the wider network environment.

The positive impact on Back In Line’s operations has been significant.

“With our staff consistently moving back and forth between clinics, the ability to seamlessly divert and manage calls between sites has improved patient responsiveness and reduced missed opportunities to connect with our clients, especially when care is urgent” said Roy. 

Features such as day/night modes, on-hold messaging, cordless handsets, and integrated contact management have streamlined Roy’s daily operations and made the system far easier to manage than the previously aging infrastructure. 

As a busy practice owner, one of the biggest benefits to the integrated upgrades has been the simplicity.

“Working with Comvergence has always been a straightforward process. Their quoting and invoicing is transparent, the systems they put in are practical and reliable. And the hardware just works, which allows us to remain accessible to clients when needed,” explains Roy. 

After years of partnership, the clinic continues to recommend Comvergence to businesses across a range of industries, valuing not only the technology itself, but the ongoing support behind it.

Because when the infrastructure works properly, healthcare businesses can focus on what matters most – their patients.