4Voices, a disability support non-profit, was struggling with a fragmented phone system that made call handling and remote work difficult. Relevate deployed a cloud-ready 3CX system with smart call routing and mobile support, cutting missed calls and telephony costs while giving them a platform built to scale.
THE CHALLENGE
4Voices was operating with a fragmented phone setup that made call handling, remote work and visibility across teams difficult. Key issues included:
- Limited flexibility for staff working from different locations
- No central view of call activity or missed calls
- Manual call routing that depended on individuals instead of teams
- Growing costs with little room to scale or improve functionality
4Voices needed a modern, reliable phone system that was easy to manage and could adapt as the organisation grew.
THE SOLUTION
Relevate designed and deployed a cloud ready 3CX phone system tailored to 4voice’s operational needs. The implementation focused on simplicity, reliability and future growth, without disrupting day to day services.
KEY COMPONENTS INCLUDED:
- Centralised 3CX PBX with secure remote access
- Role based call queues to ensure calls reached the right team
- Ring groups and smart call routing for faster response times
- Soft phones and mobile apps to support flexible and remote work
- Voicemail to email and call reporting for better visibility
- Seamless number porting from the legacy provide
IMPLEMENTATION APPROACH INCLUDED:
- Reviewed existing call flows and pain points
- Designed a call structure aligned with 4voice teams and services
- Deployed and configured the 3CX system
- Tested call routing, failover and remote access
- Supported staff onboarding and initial usage
The transition was completed with minimal downtime and no impact on client services.
THE OUTCOME
After moving to 3CX, 4Voices gained a modern and flexible communication platform that better supports both staff and service users.
- Improved call handling and reduced missed calls
- Greater flexibility for staff working remotely or across locations
- Lower ongoing telephony costs
- A scalable system ready for future growth
The new setup allows 4Voices to focus on their core mission, confident that their communications are reliable and easy to manage.
If your organisation is facing similar challenges or is interested in exploring digital transformation, email us how we can help you achieve your goals.
