SPECIALIST INSIGHT

Complementing the NEF ’ s vision , SaaSCom steps in , offering businesses essential software services tailored for the modern work-from-anywhere landscape . Their expertise spans UCaaS , CCaaS , SDWAN , MDR Security and hosting services .

The synergy between the NEF and SaaSCom came to the forefront during a pivotal challenge . The NEF ’ s shift to remote work necessitated a transformation in their telephony system , which was flawlessly executed by SaaSCom , specifically adopting GoTo Connect .

Ease-of-use was the biggest benefit for us . Switching to a completely new telephone system for a remote workforce could have been problematic . But using GoTo Connect made it very straightforward .

This transition was underpinned by the technology ’ s userfriendliness and structured implementation . The results are impressive , with the NEF expanding its workforce and optimising its helpline support through GoTo Contact Centre , further reinforcing the NEF ’ s commitment to progress and community well-being .

The challenge

Up until 2020 , the NEF was entirely office-based and used a conventional desktop phone system . When all staff had to switch

Camille Ruddle , Business Support Manager at the National Energy Foundation ( NEF ), provides valuable insights into the strategic partnership between the NEF and SaaSCom . This collaboration not only fosters healthier communities but also demonstrates a professional approach to adapting to the demands of remote work . Join us as we explore how NEF ’ s commitment to progress and efficient solutions is making a tangible impact on society . to remote working during the pandemic , it became apparent that a new telephone system was needed to maintain the efficiency and effectiveness of its services .

Ruddle said : “ The NEF was tasked with finding a cloud-based Voll telephony solution to enable us to deliver our services with a remote workforce . I investigated possible solutions and had online meetings with four providers .”

The solution

The cost of all four systems was comparable , but the NEF chose GoTo Connect for its user-friendliness and well-structured implementation process .

“ GoTo Connect was introduced by technology consultant SaaSCom and I was immediately impressed by its simplicity . SaasCom did a great job of helping me understand the system , its capabilities and how it would work for the NEF . That gave me the confidence I was making the right choice ,” Ruddle added .

The NEF bought GoTo Connect licences for its staff working remotely . The switch to the new system was managed expertly by SaaSCom and the GoTo technical team and the NEF staff were quickly able to start using it . Subsequently , the cost of living and fuel crises meant that demand for NET services grew rapidly , particularly for its free Better Housing Better Health helpline , which supports people in fuel poverty . The NEF almost tripled its workforce and brought on board new funders to resource the helpline .

Ruddle added : “ Providing a higher level of helpline support meant we needed to improve our analytics to report back to our funders while ensuring we delivered a high-quality experience for callers . The solution came in the form of GoTo Contact Centre .”

GoTo Contact Centre provides enhanced inbound and outbound call management , call routing , performance analysis and contact centre administration capabilities .

The results

Ruddle said : “ Ease-of-use was the biggest benefit for us . Switching to a completely new telephone system for a remote workforce could have been problematic . But using GoTo Connect made it very straightforward .”

With GoTo Connect , the NEF staff simply download the app onto any device and can immediately make and receive calls . It empowers staff to work from anywhere while enabling the NEF to recruit from a wider talent pool , with no geographical restrictions .

“ GoTo Connect helps us maintain the efficiency and effectiveness of our services ensuring we can have the greatest impact in helping improve the warmth and well-being of people facing fuel poverty ,” Ruddle added .

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