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Big Help Project’s telecoms transformation

The Customer

Big Help Project is a multi-award-winning national charity dedicated to addressing a range of pressing social issues. Their mission encompasses feeding the hungry, overcoming poverty, liberating people from the shackles of unmanageable personal debt, aiding in finding affordable housing, and helping individuals secure a better future. This mission is achieved through six distinct aspects: ‘Food,’ ‘Money Advice,’ ‘Employability,’ ‘Trading,’ ‘Homes,’ and ‘Wellbeing’.

The Challenge

Big Help Project was experiencing several challenges with their existing ISDN-based Private Branch Exchange (PBX) solution. With each of its 10+ sites using a completely separate PBX, the solution had become inefficient and disjointed while maintenance costs were increasing significantly. This ultimately impacted the charity’s ability to coordinate and respond effectively to service users’ needs while becoming prohibitively expensive to run.

The business’ legacy PBX system was also limited to office desks, preventing a hybrid working strategy. And, with advanced call flow features like Interactive Voice Response (IVR) missing, the team’s ability to route calls effectively, and deliver memorable customer experiences was limited while posing the risk of missing vital calls, too!

The Solution

IPEX discovered all it could about Big Help Project’s requirements and processes before recommending ‘IPEX for Charity’, a bespoke platform that could integrate with the charity’s existing CRM system as well as deliver all the necessary features for a reliable, robust, and customer-focused communication experience.

As a hosted telephony platform, IPEX for Charity would represent much better value for money, consolidating all of the charity’s 10+ sites with a single comms solution, optimising collaboration and enabling a consistent calling experience across all sites.

It would also future-proof Big Help Project’s infrastructure, removing the need for power-hungry and expensive on-site hardware, significantly reducing ongoing costs while delivering simple scalability for future growth. Softphone applications would enable staff to work remotely and stay connected so they could remain secure and productive anywhere, which is especially crucial, given the charity’s responsibilities to protect personal information.

Plus, IPEX for Charity’s advanced Call Flow Features enable the easy configuration of IVRs, ring groups, and queues, efficiently routing calls for a more professional experience. Ring groups and queues would both enhance call management while ensuring calls are answered promptly and efficiently, too, reducing the risk of missed calls.

The Results

The deployment of IPEX for Charity yielded many tangible and significant benefits for Big Help Project, its volunteers, staff and its stakeholders!

N

Migrating from on-site PBXs…

Not only reduced maintenance costs but also ensured scalability with new users able to be added in just a few clicks, enabling Big Help Project to easily adjust their telephony system to meet their evolving needs and requirements, and ensuring long-term cost-effectiveness.
N

Unifying all sites across one hosted telephony platform…

Produced a remarkable improvement in operational efficiency. Staff members could communicate seamlessly across all sites, enabling a more cohesive, responsive approach to addressing the needs of their service users.
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Adopting mobile and PC apps…

Enhanced Big Help Project’s flexibility, enabling staff to remain accessible to clients and collaborate with colleagues effectively no matter their location. This has helped teams respond to urgent issues more promptly and empowered staff to have more control over their work/life balance.
N

Integrating Big Help Project’s CRM…

Boosted staff productivity, reducing the potential for human error while improving customer interactions, Quality Control and training even further, as agents could focus less on workflows and apps, and more on building rapports with callers and dealing with their inquiry.
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Introducing Advanced Call Flow components…

Like IVRs, ring groups, and queues have all enhanced the charity’s ability to efficiently manage incoming calls. IVRs now provide a more professional and organised approach, while ring groups and queues ensure that calls are distributed effectively, ultimately reducing response times and enhancing the overall caller experience.

IPEX for Charity has transformed Big Help Project’s communications and it couldn’t be happier with the results.

“The transition to a hosted telephony platform, multi-site consolidation, the adoption of softphone applications, and the introduction of advanced call flow features collectively improved their operational efficiency, responsiveness, and ability to fulfil their mission. IPEX has become critical in supporting our organisation, providing the tools our team needs to make a more profound impact on our community.”
Stephen McGee, Head of IT, Big Help Project
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