InReach helps Dementia UK roll out new telephony system

Dementia UK provides specialist dementia support for families through their Admiral Nurse service.

When things get challenging or difficult, their nurses work alongside people with dementia and their families: giving them the one-to-one support, expert guidance and practical solutions they need, and that can be hard to find elsewhere.

Admiral Nurses are continually trained, developed and supported by Dementia UK. Families that have their support have someone truly expert and caring by their side – helping them to live more positively with dementia in the present, and to face the challenges of tomorrow with more confidence and less fear.

Approximately, 140 people work for Dementia UK throughout the UK, with their head office based in Aldgate, London.

The Benefits

  • Good call quality
  • Network reliability
  • Call reporting available on the mobile app
  • Improved call handling
  • Fast roll out
  • Sophisticated features

The Challenge

Dementia UK had been using a legacy PBX system with more than 1,600 handsets for around four years. This system was a shared resource with other organisations in their previous building, but as the organisation grew, the telephony system was no longer fit for purpose. With no control over call management and unavailable call analytics, it became apparent that a new solution was required.

The main objective of the new system was to have excellent call quality and network resilience. With more sophisticated features and responsive customer service, the system needed to be rolled out seamlessly so that calls were not disrupted. It was particularly important that the system was easy to use and handsets could be deployed with call transfer and pickup features, so that all calls were handled correctly.

Dementia UK already had a mobile telephony contract in place with InReach, who were keen to bid for the work. A market scoping exercise also took place and key success criteria were devised to ensure that the right supplier and system were selected to meet their growing organisational demands.





The Solution

After listening to the requirements InReach, with the support of Gamma, gave a comprehensive demonstration of the Horizon telephony solution. The ability to configure various functions via a simple to use portal, the support available during implementation and the call metrics available were all key benefits that appealed highly to Dementia UK. The need for a resilient technical solution from a telecoms company with a reliable network, delivered through an existing supplier was of paramount importance. Additionally, Dementia UK had a tight timescale of delivery, with the solution needing to be rolled out within just four months.

Given the short timescales, it was crucial that support would be available during the implementation period. Thorough training took place and floorwalkers on day one were invaluable in ensuring a stress-free roll out. InReach staff were key to providing the necessary support and reassurance to Dementia UK colleagues.


Months Timescale

The Results

Dementia UK now has an extremely stable call platform for their HQ in Aldgate. This is key to them developing and maintaining relationships with their corporate partners and individual donors, to ensure that as a national charity they can meet their objective of providing specialist dementia support for families through their Admiral Nurse Service.

The new Horizon telephony solution has brought many benefits including good call quality, network reliability, data and insight on calls via Akixi and innovation through the Horizon app. It has changed the way calls are handled, making the experience more streamlined for all involved.


The system has provided a very stable call platform for our head office in Aldgate. We rely on it to be able to develop and maintain relationships with our corporate partners and individual donors and ensure that as a national charity we meet our objective of providing specialist dementia support for families through our Admiral Nurse service.

Andrew Holt
Head of Information Services, Strategy and Delivery, Dementia UK