Gingerbread is a UK charity that supports single parent families through practical advice, community connections and advocacy work. The organisation provides guidance through digital channels, helplines and local support groups, ensuring that single parents have reliable access to the resources they need. With a nationwide reach and a commitment to inclusive support, Gingerbread relies heavily on dependable communication systems to engage service users and partners.
Gingerbread had been working with a legacy phone system that had become increasingly difficult to maintain. As remote and hybrid working grew, the organisation found that the old system struggled to keep pace with modern communication needs. Limited flexibility made managing calls across multiple sites and home working environments challenging. The system also lacked useful features such as call routing, call reporting and integrated voicemail that staff needed to support service users effectively. With ongoing updates and hardware maintenance becoming inefficient, Gingerbread required a more reliable, scalable and future proof communication solution that would allow employees to deliver uninterrupted support, regardless of their location.
We carried out a full migration to the Elevate VoIP system to provide Gingerbread with a unified and modern communication platform. The project began with a detailed assessment of the existing telephony structure and operational requirements. Our team mapped out user needs across departments to ensure the solution aligned with the organisation’s support services and working practices.
A staged migration plan was developed to prevent disruption during the transition. We prepared the new environment in advance, configured users and call groups and ensured compatibility with Gingerbread’s existing network infrastructure. Staff training sessions were delivered to help employees feel confident when adopting the new features and softphone tools.
Once the Elevate VoIP system was deployed, we worked closely with teams to fine tune call flows, voicemail settings and reporting dashboards. The solution enabled desk phones, mobiles and laptops to operate seamlessly under a single platform, supporting flexible working and improved accessibility. Ongoing monitoring and support were provided to guarantee system stability and ensure the organisation could make the most of the new capabilities.
Following the migration, Gingerbread experienced a significant improvement in communication reliability and operational efficiency. The Elevate system provided greater flexibility, enabling staff to take and manage calls from any location without disruption. The improved call routing features helped ensure that service users were directed quickly to the right teams, enhancing the overall user experience.
Reporting tools allowed managers to assess call volumes, identify trends and allocate resources more effectively. The organisation also benefited from reduced maintenance requirements and lowered operational overheads due to the cloud based nature of the platform. The unified system strengthened collaborative working and ensured that staff had consistent access to communication tools, helping them support single parents more effectively across the UK.
- Seamless migration to a modern cloud based telephony platform
- Significant improvement in call reliability and quality
- Full support for hybrid and remote working
- Enhanced reporting for improved decision making
- Reduced maintenance and operational costs
- Increased staff productivity with integrated communication tools
- Improved service user experience through streamlined call routing
Trust Us to Deliver
Before the project, we were relying on individual mobile contracts, which wasn’t ideal for a remote organisation. We needed a more consistent and reliable way for people to contact us.
The Elevate system has given us a central number, direct lines where needed, and a simple phone tree that helps make sure calls aren’t missed when individuals are unavailable. The setup was quick and straightforward.
It’s made day‑to‑day call handling easier and given the team a clearer, more dependable way to manage incoming enquiries.
Ella
Gingerbread
