Community Action Redbridge is a local infrastructure charity that supports voluntary and community groups across the London Borough of Redbridge. The organisation provides guidance, training, volunteer brokerage and partnership support to help local groups deliver effective services. With a focus on strengthening community networks and enabling collaborative work, Community Action Redbridge relies on reliable communication systems to remain accessible to residents, partners and voluntary organisations.
Community Action Redbridge was operating with a legacy phone system that had become increasingly restrictive for modern working practices. As the organisation expanded its digital services and hybrid working arrangements, the older telephony platform struggled to provide the flexibility staff required. The system offered limited call management features, no integrated remote access and depended on physical hardware that required ongoing maintenance. Call routing, reporting and voicemail functions were basic and did not fully support the high level of responsiveness needed when assisting local groups and volunteers. To ensure they could continue delivering accessible support across both office and off site locations, Community Action Redbridge needed a more adaptable, secure and scalable communication solution.
We delivered a full migration to the Elevate VoIP system to give Community Action Redbridge a unified, cloud based communications platform. The project began with a technical review of the existing setup and an assessment of operational requirements, ensuring that the new solution aligned with the organisation’s structure and working patterns. Our team mapped out user groups, call flows and departmental needs to make sure the configuration supported their service delivery.
A phased migration plan was created to maintain business continuity. User profiles, call queues and voicemail settings were pre configured ahead of deployment, enabling a smooth switch from the legacy environment to the Elevate platform. We provided training sessions that focused on everyday tasks such as using softphones, managing calls and accessing voicemail through multiple devices, ensuring staff felt comfortable adopting the new tools.
After deployment, we worked closely with teams to optimise call routing, improve accessibility and ensure consistent user experiences across laptops, mobiles and desk phones. Ongoing support and system monitoring were included to ensure the solution remained stable, reliable and fully aligned with the organisation’s evolving needs.
Community Action Redbridge saw immediate improvements in communication quality, flexibility and operational reliability. The Elevate VoIP system enabled staff to make and receive calls from any location, supporting hybrid and community based working without disruption. Enhanced call routing and voicemail features helped ensure that partner organisations and residents were directed quickly to the right support services.
The reporting tools provided greater visibility over call patterns, enabling managers to understand service demand and allocate resources more effectively. The cloud based nature of the system reduced ongoing maintenance and removed reliance on outdated hardware. The organisation also benefited from more consistent communication across devices, improving internal collaboration and ensuring that teams could remain responsive to the needs of local community groups.
- Successful migration to a modern cloud based VoIP platform
- Increased flexibility for hybrid and community based working
- Improved call quality and communication reliability
- Enhanced call routing for better user experience
- Greater insight into call activity through reporting tools
- Reduced maintenance and operational overheads
- Improved staff productivity through unified communication tools
Trust Us to Deliver
The move to the Elevate VoIP system has made an incredible difference to how we work at Community Action Redbridge. When we relocated, we were worried we might lose our long-standing main office number, the one our community has relied on for years to reach us. QlicIT managed the transition seamlessly, and the new cloud-based system has given us far more flexibility in how we manage inbound calls. It’s transformed the way our organisation operates.
Abby
Community Action Redbridge
