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As part of the first stage of our on-boarding process, Matthew, the dedicated account manager for this project, met with Ty Hafan to find out more about the charity. Ty Hafan is one of the UK’s leading paediatric palliative care charities, helping children and families throughout Wales. Based in the Vale of Glamorgan, there is a wide range of care and support offered.

They wanted us to advise on and implement a new phone system with minimal disruption to the phone lines. Telephones are the main channel for customer enquiries so could not be down during the process. It had to be reliable, easy to navigate and full on-site training had to be provided.


Step Two

Proposals and Recommendations

Following an audit by a senior engineer, it was found that the old system was costly and outdated.

Ty Hafan needed a system that could cope with call demands across multiple sites, and modernise the way staff work. Our recommendation was that they switch to the CSG Cloud Telephony Platform and upgrade their handsets to newer, more efficient models.

By moving to this service, Ty Hafan would see an increase in productivity and it would also reduce costs for the charity.


Step Three

The Onboarding

After discussions and approval from Ty Hafan, CSG migrated the charity  to the CSG Cloud Telephony Platform.

The switch provided services that included: hunt groups, auto attendant, music on hold and extension management.

Our engineers switched and retained site numbers to the new platform, set up Polycom VX411 handsets across 32 sites, integrated all mobile phones to ensure staff are always connected to the system and provided 100% on-site training.

All of this was implemented in line with the stages of Ty Hafan’s completion date.


Step Four

Measuring Results

One of the first things Ty Hafan noticed was that the solution provided has created a positive vibe across all sites. They have a new system that is working to the needs of the organisation.

They have a more resilient business continuity plan in place and more importantly, gained a 47% cost reduction over the previous telecoms spend.

This is now being invested in other areas of the charity to continually provide the top tier care that each child requires.



What Ty Hafan said

“We had an exceptional experience upgrading our telephone system with CSG.

All the team right through from our Account Manager, Matthew to the Telecom Engineer, Will were on hand with advice and support and we would happily recommend them to anyone looking to upgrade their phone system and move across to a cloud solution” – Sarah Pierce, Ty Hafan.

If you want to know how CSG can help your business, give our team a call today on 0330 400 5465.

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