PlunketLine offers a free, 24-hour, seven-days-a-week telephone support service for parents and caregivers of children from newborn to five years old. The service provides critical parenting and health advice and serves as a gateway to additional community-based support services.
Key results
- Rapid two-day transition. Successfully migrated PlunketLine's call centre operations to Amazon Connect within 48 hours, maintaining uninterrupted 24/7 support during COVID-19 lockdown.
- Affordable scalability. Quickly scaled up PlunketLine’s contact centre capacity, ensuring continuous, high-quality service delivery despite increased demand.
- Enhanced operational flexibility. Enabled remote working for PlunketLine staff, facilitating seamless service continuity from anywhere with reliable internet connectivity.
Fusion5 were quick to adapt to rapidly changing requirements
Anne Marie Morris | Manager, PlunketLine
Keeping essential services running through unprecedented times
During the COVID-19 pandemic, PlunketLine faced a significant operational challenge: its staff were unable to access their office yet needed to maintain uninterrupted 24/7 support. At the same time, demand for the service surged, compounded by strict social distancing requirements.
To maintain their vital role supporting parents and caregivers, PlunketLine urgently needed a reliable and scalable remote working solution.
Rapid implementation of Amazon Connect
Fusion5 collaborated closely with the Royal New Zealand Plunket Society to implement Amazon Connect—a cloud-based, self-service contact centre solution that enables organisations to deliver improved customer service efficiently and cost-effectively.
Amazon Connect, leveraging the same robust technology used by Amazon’s own customer services, provided the ideal scalable and flexible solution. Within just 48 hours, Fusion5 transitioned PlunketLine to Amazon Connect, ensuring the critical service remained operational through the peak of the pandemic.
Working with Fusion5 was great. They were highly responsive, knowledgeable about our organisation, and quick to adapt to rapidly changing requirements.
Anne Marie Morris | Manager, PlunketLine
Seamless service continuity and public recognition
Fusion5’s swift implementation of Amazon Connect allowed PlunketLine to quickly scale its capacity and transition seamlessly to remote operations. This ensured continuous, high-quality support for families throughout the lockdown.
The effectiveness of this rapid transformation even gained recognition on TVNZ news, highlighting how successfully PlunketLine maintained its high standard of care despite unprecedented challenges.
Fusion5 proudly contributed its expertise, enabling PlunketLine to continue supporting New Zealand families effectively during a critical time.
