Metabolic Support UK is a national charity dedicated to supporting individuals and families affected by inherited metabolic disorders. The organisation provides guidance, advocacy, community connections and specialist resources to help people navigate diagnosis, treatment and the challenges associated with rare conditions. With many of its services delivered through remote support channels, the charity relies on dependable and flexible communication systems to stay connected with its community and partners.
Metabolic Support UK had been operating on a legacy phone system that was increasingly restrictive and difficult to maintain. As demand for remote advice and flexible working arrangements grew, the organisation found that the existing telephony setup did not support its evolving service delivery needs. The system offered limited call management functionality, restricted routing options and lacked integrated tools that would allow staff to work effectively from multiple locations. The hardware also required ongoing attention, which placed unnecessary pressure on internal resources. To continue delivering high quality support to families, healthcare professionals and partner organisations, Metabolic Support UK needed a scalable, modern and reliable communication platform capable of supporting its national outreach.
We delivered a complete migration to the Elevate VoIP system, ensuring that Metabolic Support UK could move to a cloud based communication platform designed for flexibility and resilience. The project began with a thorough review of their current telephony environment and an understanding of the charity’s support workflows. This allowed us to design a setup that aligned with operational teams and mirrored the structure of the services they provide.
A carefully planned migration strategy was developed to ensure a smooth transition. User profiles, extensions, call flows and voicemail settings were prepared in advance, and compatibility with existing devices and infrastructure was verified before deployment. We conducted staff training sessions that focused on the everyday use of the system, including softphone functionality, call handling and voicemail access across multiple devices.
Once the system went live, we worked with the organisation to refine call routing, ensuring that families and partners were directed quickly to the appropriate support services. Ongoing monitoring and support were provided to guarantee stability, optimise performance and ensure the charity could take full advantage of the features within the Elevate platform.
The migration to Elevate VoIP delivered significant improvements to the way Metabolic Support UK communicates and supports its community. Staff can now make and receive calls from any location, enabling consistent service delivery whether working remotely or in the office. Enhanced call management features improved responsiveness and ensured that callers could be routed quickly to the correct service or advisor.
The organisation gained better visibility of call activity through integrated reporting tools, helping them allocate resources more effectively. The new system also reduced the reliance on outdated hardware and decreased operational overheads associated with maintenance. Collaboration improved across teams thanks to unified communication tools, strengthening the organisation’s ability to support families and partner networks across the UK.
- Successful transition to a scalable cloud based VoIP platform
- Improved flexibility for remote and hybrid working
- Better call routing for enhanced caller experience
- Increased communication reliability and call quality
- Greater visibility through call reporting and analytical tools
- Reduced maintenance and operational overheads
- Enhanced collaboration across teams using unified communication features
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The team love the new system it has made theirs work lives less stressful and have found the system easy and straight forward to use.
Kerry-Sue
Metabolic Support
