Success Story with Mercy Ships
The organization was founded in Lausanne in 1978 with the goal of working with host countries to address gaps in their healthcare systems in a targeted and sustainable manner. To date, over 100,000 people worldwide have been treated on Mercy Ships’ hospital ships. About 600 volunteers from over 60 countries work with Mercy Ships. The newest hospital ship, the “Global Mercy,” has been operating in West Africa since February 2023. It has six operating rooms and about 200 beds.
Mercy Ships has been using peoplefone for its phone system since 2019. Why did you decide to switch to peoplefone back then?
We needed to replace the old phone system at our headquarters in Lausanne, but many of the options were out of the question for us. They were either too large and too expensive or lacked the features we needed. We had a very good partner in the installation company Solutions KLÄY, with whom we were able to evaluate the various offers. Ultimately, peoplefone’s fair price-to-performance ratio won us over.
You yourself worked in the telecommunications industry for many years. What do you consider the most important qualities a provider must have today?
I think the requirements have changed compared to back then. Today, customers often want everything to come from a single source and, for example, for Microsoft Teams to be directly integrated. In 2019, our primary focus was on making the transition from a traditional, analog system to a VoIP solution. “Standard” phone features like group calls, an answering machine, and the ability to forward calls were important to us. Integration with our IT systems was also essential so that we could import contact information from Outlook, for example.
And what specific requirements does Mercy Ships have for a phone system?
Since our staff are on the move both in Switzerland and abroad, the phone system must work regardless of location. In addition, people must always be reachable at the same number—provided, of course, that they have internet access.
What about the connection on the hospital ships?
Our ships are docked in a port in Africa for ten to eleven months a year. Internet connections there are now very good everywhere via the respective land-based networks. So our employees can make calls via VoIP without any problems.
How does communication work on the ships and between the ship and shore?
Internally, a lot of communication takes place via Microsoft Teams or Skype. Employees appreciate being able to rely on visual aids when communicating with colleagues—such as screen sharing.
Are there plans to switch the telephony solution at the Swiss office in Bern to peoplefone soon? A different solution is currently in use there.
That’s correct. In the fall of 2016, we opened an office in Belp and opted for Swisscom’s SME Office solution because we were still a smaller team at the time. The next step will now be to connect the team in Belp with the office in Lausanne. Nothing has been decided yet, but it makes a lot of sense that we’ll do this with peoplefone. So far, we’ve been very satisfied with their solution—it works flawlessly in every situation.
How has your collaboration with the installation partner Solutions KLÄY and peoplefone been?
Solutions KLÄY is a small integrator that understands the needs of small businesses. Before the switch, their team thoroughly examined Mercy Ships’ specific requirements and needs. This holistic approach gave us a good feeling. As an aid organization, we don’t have our own IT specialist, which is why a trusting partnership with our providers is very important to us. At peoplefone, I’m particularly impressed by the commitment of Danette and Christophe Beaud, founders of the peoplefone Group. They’re interested, open-minded, and want to give back to society. At our 45th-anniversary gala, they supported Mercy Ships through peoplefone. It’s wonderful to collaborate with such individuals.
Your hospital ships have been at sea for 45 years. What is your hope for the future of Mercy Ships?
That in 45 years, we will no longer be needed. Our goal is always to leave a lasting impact of our commitment and expertise in the countries we’ve visited. We want to help advance the careers of people working in the local healthcare system and empower them to take on more responsibility in the field of surgical care in their own countries.
Interview with René Lehmann, Executive Director of Mercy Ships Switzerland
Click here to download the interview as a PDF.
July 20, 2023, by Alexia Zufferey