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Tel: 0330 400 5465

CSG
24/7/365 Support
33% Cost Savings
100% Hardware Refresh
2 Sites

The Client

Children In Wales is the national umbrella body for organisations and individuals who work with children, young people and their families in Wales. They are a membership body, and members are drawn from the voluntary, statutory and professional sectors. CIW work with and for their members to promote their interests and meet their needs.  

Together they: 

  • Contribute to making implementation of the UN Convention on the Rights of the Child a reality in Wales.

  • Fight for sustainable quality services and fair shares for all children and young people.

  • Ensure special attention and treatment for children in need and those who are marginalised.

  • Ensure children and young people have a voice.

Children in Wales carries out a number of activities in order to meet these aims.

These include: 

  • Organising conferences and seminars.

  • Providing Training.

  • Supporting and developing strong networks.

  • Producing and disseminating information.

  • Representing and consulting with members.

  • Research.

The Brief

With a constant reliance on telecoms services, this being the main mechanism for service users old and new making calls to the Cardiff head office and North Wales office, it was necessary that advice was given on the flow of services in the event of loss of telecom services. CIW had a legacy system in situ which had an overly large ongoing cost implication to maintain for both the hardware itself and monthly telecoms charges for line rental and calls through their current provider.

After analysing the telecoms bills, CSG were surprised at how much this was costing the organisation. A new solution was needed that would bolster the organisational continuity, provide an uplift in telecommunications and a measured return on investment within the applicable enhancements.

The Solution

CSG recommended CIW abandon the costly and inflexible existing system and migrate across to the CSG IPT telephony solution.  

The existing system needed to be replaced completely with the new CSG IPT telephony platform back-end that would provide the essential services such as hunt groups, auto attendant, music on hold and management of the internal extensions. Existing telephone numbers for CIW were to be saved and switched across to the CSG IPT platform, where requirements could easily be scaled depending on incoming call quantities. This was extremely important to the CIW to guarantee normal services were resumed front end. Polycom VVX410 handsets were deployed to each desk and set up with the configuration per user based on their needs. Mobile phone integration was implemented across the board to ensure senior staff are connected to the internal structure irrespective of location and via their iOS and Android devices.

System implementation was managed over separate stages and in line with the timescales of the client’s completion date, during standard and out of hours schedules. Ongoing training will now be delivered to the key members of staff and further enhancements made to ensure the system better suited the needs of the staff members.

The Result

After completion of the CSG IPT project, CIW have benefited from increased telecoms performance and flexibility, reduced risk of hardware downtime through use of reliable Polycom equipment and implementation of a lines and calls combination that has saved the organisation 27% on their telecom spends to re-invest in other areas of the business.

"Matthew, Will and the team at CSG have been brilliant from start to finish! The customer service levels are at its best! They fully understood our needs and were happy to take on the project and delivered it with constant communication throughout. Highly recommend the team at CSG!"

Marcia Jones, Children In Wales