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Case Studies
Goal! How IPEX Put Norwich City FC’s Communications on the Front Foot
Key Metrics
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Users & Devices Managed
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Reduction in IT Administration
- Overview
A Winning Communications Partnership
Norwich City Football Club needed a communications partner that understood the pace of a modern sporting organisation, where staying connected matters just as much behind the scenes as it does during the busiest moments of the football season.
IPEX started by understanding what was already working well and where improvements could make a genuine difference. Rather than replacing technology unnecessarily, we modernised the Club's existing communications environment, upgrading its legacy 3CX deployment and introducing greater visibility, functionality and day-to-day control.
Alongside telephony, IPEX took responsibility for the Club's mobile estate, simplifying billing and administration while ensuring employees had the right connectivity for how and where they worked.
The result is a simpler, more cost-effective communications environment, supported by one Technology Partner committed to continually developing it alongside the Club.
IT Manager, Norwich City Football Club
- Norwich City Football Club
About Our Customer
Norwich City Football Club, based in Norwich, Norfolk, has been at the heart of its community since its formation in 1902. Known affectionately as the Canaries, the Club has a proud history across English football and remains one of the region's most recognisable sporting institutions, with Carrow Road serving as its home since 1935.
- The Challenge
Supporting a Club That Never Really Stands Still
Professional football rarely stands still and neither do the communications requirements behind it. Norwich City FC needed an environment that could keep employees connected across Club locations, internationally and while travelling, while ensuring supporters, partners and suppliers could reach the right teams when it mattered most.
Technology Ready for an Upgrade
The Club's existing 3CX platform had been left on an outdated version, while a contact centre queue remained on separate BT infrastructure. This limited functionality and created additional complexity for the IT team.
Limited Mobile Visibility
A direct carrier arrangement for managed work phones and e-SIMs made it harder to maintain a clear view of expenditure and usage or consistently manage employees joining, leaving or changing roles.
Connectivity Without a One-Size-Fits-All Answer
Carrow Road's construction naturally affected mobile signal in certain areas, while employees had very different requirements for data, roaming and international calling depending on their roles.
- The Solution
One Connected Platform Built Around the Club
IPEX's approach was simple: understand what worked, improve what didn't and avoid unnecessary change. Working closely with the Club's IT team, we modernised the existing environment and brought its communications together under one managed partnership.
The established 3CX platform was upgraded to the latest supported release, unlocking improved administration, reporting and system visibility. The remaining BT contact centre queue was also migrated into 3CX, creating a more joined-up environment that was easier for the IT team to manage.
For supporters, improved call routing, triage and a redesigned automated receptionist helped enquiries reach the right teams more efficiently.
IPEX also introduced a flexible multi-network mobile approach, matching data, roaming and international calling to individual requirements. Wi-Fi Calling helped overcome challenging areas within Carrow Road, while central management through Microsoft Intune and Apple Business Manager retained the control the Club needed.
- The Results
Greater Visibility, Less Administration and a Better User Experience
The partnership has given Norwich City FC a communications environment that is easier to manage, more cost-effective and better suited to the demands of the Club, with IPEX providing a single team for ongoing support and development.
40% reduction in annual communications expenditure
creating significant recurring savings while maintaining and improving the services available across the Club.
50% reduction in IT administration
giving the internal IT team more time to focus on wider technology priorities rather than routine communications management.
394 users and devices managed through one partnership
providing a single point of accountability across telephony, mobile, support and ongoing development.
A smoother supporter experience
with improved routing and a redesigned automated receptionist helping callers reach the right people more efficiently, particularly during busy periods
More flexible connectivity
with Wi-Fi Calling and multi-network options helping employees stay connected across Carrow Road, other Club locations and while travelling.
What’s Next for Norwich City FC?
With a modern, fully supported communications environment now in place, Norwich City FC has a strong foundation that can continue to evolve alongside the Club.
Future opportunities include enhanced reporting, deeper integration with wider business systems and the adoption of AI where it can make a genuine difference to efficiency and the supporter experience.
IPEX will continue working closely with the Club to identify those opportunities, ensuring its communications evolve without unnecessary disruption and remain dependable, straightforward to manage and ready to support Norwich City FC's ambitions, both on and off the pitch.
“IPEX took the time to understand the improvements we wanted to make and worked closely with us to deliver them. Having visibility and control over our communications environment was a key requirement and IPEX delivered this through their unique billing portal, backed by outstanding aftercare and account management”