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ACRRM

ACRRM partnered with Ericom to transform rural healthcare IT with Azure, SD-WAN, and Teams integration.

01

About the client

02

Challenges

03

Project

04

Client words

05

Results

Industry
Education
Location
Queensland
Topic
IT Managed
Staff
300

Case Study

The Australian College of Rural and Remote Medicine (ACRRM) is committed to establishing professional standards for training and ongoing development in rural and remote general practice. Their focus is on ensuring that rural, remote, and First Nations communities have access to skilled and dedicated healthcare professionals.

Previously, their IT managed service handled their entire infrastructure, including communications, and ACRRM identified an opportunity to move into a collaborative partnership with Ericom.

Ericom approached the situation by asking strategic questions as a genuine partner rather than offering a standard package. This led to the proposal of a comprehensive solution centered on Microsoft Azure, SD-WAN, Teams cloud calling, and IT managed services, utilising Ericom’s internal expertise and strong alignment with Microsoft technologies.

Challenges

Vendor control: The previous partner operated with a high degree of autonomy over ACRRM’s infrastructure, including the ability to manage service availability independently. Engagements tended to be commercially driven, which at times left ACRRM feeling that its need for deeper strategic support was not fully met.

Tender scope expansion: Initially scoped for 4 sites, the project grew to 7 sites by deployment. Interim solutions were needed while waiting for the initial rollout.

Migration anxiety: Concerns about SD-WAN deployment and day-to-day functionality created stress across their IT and business teams.

Project

The project officially began in February 2025 and lasted four months, although Ericom had been providing interim support since June 2024 to maintain continuity.

The rollout started with upgrades to the data network and the introduction of Microsoft Teams cloud calling, followed by the migration to Azure, the deployment of SD-WAN, and the provision of IT managed services. Cloud calling was a priority, and Ericom not only implemented Teams but also created a custom dashboard to offer insights into call flows, activity, and usage statistics, addressing a key gap in native Teams reporting.

Communication throughout the project was smooth, with ACRRM having direct access to Ericom’s Project Delivery Manager Brett Cambey and Business Development Manager Daniel Bunting. The partnership was characterised by strong teamwork, with both parties collaborating closely. Senior Solutions Architect Chris Gulevski and Technical Delivery Lead Victor Cronin were instrumental in resolving technical issues, while ACRRM’s Temba van Jaarsveld and Greg Roberts ensured internal coordination and stakeholder involvement. The project successfully met its objectives and established a new standard for strategic collaborations in rural healthcare IT.

The Ericom team’s dedication to the project’s success has been truly impressive. We shared problem-solving moments as if we had been colleagues for years, and Brett Cambey’s effective communication ensured our stakeholders remained confident throughout the project. This level of collaboration is precisely what we sought in a technology partner. Temba van Jaarsveld Senior Business Analyst
Temba van Jaarsveld
Senior Business Analyst

Results

Workforce visibility:

Teams cloud calling and dashboard supports management of dispersed teams.

Strategic IT:

ACRRM’s internal team can concentrate on high-impact projects rather than day-to-day helpdesk operations.

Connectivity across sites:

SD-WAN has improved network traffic service continuity in remote settings.

Reliable support:

Ericom adjusts to ACRRM’s changing needs and IT strategy, recently working with ACRRM to plan the transition to Essential 8.

Bianka Rodrigues
Procurement and Administration

Working at Ericom has been a rewarding journey of growth and transformation. I began here as a trainee and soon transitioned into a Procurement and Administration role, where I managed vendor relationships, processed purchase orders, and ensured accounts were kept up to date. Collaborating closely with all departments, this played a key role in ensuring timely delivery of orders and maintaining customer satisfaction. Ericom has consistently supported my developments to which I’ve recently moved into a Sales Coordinator role. This role has enabled me to utilise my organisational and communicational skills to better support the sales team, ensuring that all opportunities meet company standards and are being processed efficiently. As Ericom embraces the AI era, I’ve had the wonderful opportunity to work with the platform team to automate manual processes. This has allowed me to free up my time to focus on process improvements and analysing data. The collaborative culture and innovative environment at Ericom continues to inspire me, and I’m proud to contribute to a team that values invisible excellence.