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Breaking Barriers, Building Connections: Conwy Mind’s Partnership with IPEX

The Challenge

Conwy Mind, a proud member of the Mind Federation, faced considerable hurdles in effectively communicating with clients. Its previous voice-only VoIP solution couldn’t support the diverse range of communication channels that clients had come to need, such as contact via SMS and WhatsApp, ensuring clients with disabilities could still access services effectively.

Plus, the inadequate support provided by the incumbent provider compounded their challenges, causing unnecessary delays in solving issues when staff needed support.

In summary, Conwy Mind required a solution that made conversations seamless, no matter how many channels used – especially text-based communication crucial for client inclusivity – combined with a level of support to ensure everything kept running smoothly and reliably.

The Solution

IPEX delivered its ‘IPEX for Charity’ hosted telephony solution, integrating SMS and WhatsApp into the platform to ensure Conwy Mind could communicate via clients’ preferred mediums.

Special attention was also given to ensuring the secure and sensitive handling of conversations, with meticulous management and storage provisions in place to protect personal information.

The transition to IPEX for Charity was also meticulously managed by IPEX’s in-house technical team, which trained teams on the new platform and ensured the switch went off without a hitch!

“The service we have experienced with IPEX has been night and day compared to our previous supplier. If we ask IPEX to do something, they get on with it and get the job done quickly.”
Suzanne Evanson, Office Manager and Governance Support, Conwy Mind

The Results

‘IPEX for Charity’ yielded transformative results. Conwy Mind’s client engagement and satisfaction levels increased significantly, facilitating more inclusive and engaging interactions by adopting text-based communications channels, which resonated particularly with younger clients, fostering stronger relationships and better outcomes in their mental health initiatives.

IPEX’s round-the-clock service and support framework has also enhanced Conwy Mind’s operational agility and client service capabilities, delivering quick fixes and fast answers to any issues faced by the team.

As a result, Conwy Mind and IPEX are exploring further enhancements, including CRM integration, to streamline operations and elevate their service delivery to even greater heights.

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