Customer case study · Healthcare & medical equipment
Clear calls.
The right specialist.
When it matters.
Supporting a global respiratory care business with professional live call handling and regional specialist escalation—primarily out of hours, with additional support during the working day.
The customer
Decades of innovation.
A worldwide focus
on respiratory care.
Discover Fisher & Paykel Healthcare ↗Fisher & Paykel Healthcare designs and manufactures medical devices and systems used in respiratory care, surgery and the treatment of obstructive sleep apnoea.
Its story of product innovation began in 1969 with a prototype respiratory humidifier. Today, the company’s products support healthcare professionals and patients in hospital and homecare environments around the world.
The business combines respiratory support equipment, humidification systems, breathing masks and associated accessories with a sustained focus on improving care. Its development from early humidification technology to a broad range of respiratory applications reflects decades of specialist experience.
For a business serving these environments, dependable communication matters. Hospitals, healthcare providers and other callers need a clear route to the people who can assist with technical questions, equipment requirements and urgent supply enquiries.
Hospital environments
Specialist equipment.
Specialist knowledge.
Equipment enquiries and urgent component requirements need accurate information gathering and a route to the appropriate technical expertise.
Homecare environments
Respiratory care
beyond the hospital.
Product and supply requests also arise in homecare settings, where clear communication helps enquiries reach the relevant team.
The trusted partnership
A dependable first contact.
A clear route to expertise.
Norango provides professional live call handling, primarily outside normal working hours, alongside additional in-hours support.
Trained receptionists gather information, identify the nature of an enquiry and follow agreed procedures to contact the appropriate specialist. Fisher & Paykel Healthcare’s specialists provide the technical assistance and coordinate further equipment support.
The operational challenge
Healthcare operates
around the clock.
Enquiries cannot always wait.
A hospital may report an equipment fault, need replacement breathing masks or request urgent assistance with components. These calls can arrive after the working day has ended.
Fisher & Paykel Healthcare needed a dependable partner to understand the enquiry, capture relevant details and recognise requests requiring urgent specialist attention under agreed criteria.
With regional on-call arrangements, calls also needed to reach the correct contact. Effective filtering helps specialists focus on the enquiries that require their expertise while routine requests follow the appropriate process.
Equipment enquiries.
Relevant details captured.
Live receptionists handle reports of respiratory equipment faults, technical support requests, replacement mask and component enquiries, product availability questions and general requests for specialist assistance. They record the relevant information and follow Fisher & Paykel Healthcare’s procedures.
Urgent requests.
Agreed escalation criteria.
When a hospital or another caller reports an urgent equipment or supply-related issue, the team assesses the enquiry against agreed escalation criteria. Requests requiring specialist attention are directed to the appropriate on-call contact.
Regional coordination.
The right specialist.
Norango follows the agreed regional escalation procedures, taking account of the nature and location of the enquiry. The relevant specialist can then provide technical assistance, coordinate equipment requirements or arrange further support as appropriate.
Product requests.
A clear onward process.
Receptionists can capture order details and requests for respiratory care products and associated supplies from hospital or homecare settings. Information is recorded and directed through the appropriate process for the relevant team to handle.
Additional daytime cover.
Consistent call handling.
Alongside the primary out of hours service, Norango provides support during normal business hours. Receptionists capture enquiries, filter calls and direct callers to the appropriate department or specialist when required.
Clear information at the first contact.
Specialist expertise at the next step.
A live receptionist establishes the nature of the equipment or product enquiry.
Relevant details are captured for the appropriate team.
Agreed criteria identify requests needing urgent specialist attention.
The enquiry reaches the relevant regional specialist or onward process.
The value for Fisher & Paykel Healthcare
Dependable communication.
Appropriate escalation.
Focused specialist attention.
Reliable out of hours contact
Healthcare professionals and other callers have a professional point of contact beyond normal office hours.
Urgent enquiry identification
Agreed procedures guide which equipment-related requests require urgent specialist attention.
Regional specialist escalation
The nature and location of the enquiry inform the route to the appropriate on-call contact.
Organised enquiry handling
Technical reports, product requests and order details are captured and passed through the agreed process.
Reduced internal pressure
Initial information gathering and call filtering help specialists concentrate on matters requiring their expertise.
Consistent live communication
Trained receptionists provide a clear and professional first response, including additional daytime cover.
A dependable link between callers and the specialists with the knowledge and authority to take the appropriate action.
The outcome
A trusted link
to the right expertise,
when it matters.
Fisher & Paykel Healthcare benefits from dependable live communication support outside normal working hours, with additional assistance during the working day.
Norango manages the first contact, captures relevant information and coordinates escalation to regional specialists under agreed procedures. This supports a clear path from an incoming enquiry to the people best placed to assist.
The partnership demonstrates the value of accurate call handling, appropriate escalation and reliable communication in a specialist healthcare environment.
Specialist call handling. Reliable escalation.
Connect your callers
with the right expertise.
Talk to Norango about live call handling and on-call escalation built around your organisation’s agreed procedures.
Service details are based on the supplied Fisher & Paykel Healthcare customer case study. Company background and photography: Fisher & Paykel Healthcare’s company profile. Published 12 November 2026.