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Surrey Community Action

Case Study
The Organisation

Surrey Community Action is a charitable organisation dedicated to supporting local communities across Surrey. It provides advice, resources and advocacy for voluntary groups, helping them deliver essential services and strengthen community networks. With a focus on collaboration and inclusivity, Surrey Community Action plays a vital role in improving the quality of life for residents throughout the county.

The Challenge

Elevate was deployed as the primary cloud telephony solution, ensuring a seamless transition from the legacy system. This involved full configuration within the Partner Portal, creation of the “Surrey Community Action” account, and setup of users, call routing and security policies. Number porting from the existing provider was completed without disruption, and the Elevate UC app was deployed to 15 devices via Intune, followed by verification of successful installation and login. Security policies were implemented to safeguard communications, while call routing, call groups and user settings were customised to optimise performance. Remote training was delivered on 4 November 2025, covering login procedures, call history, voicemail access, calling features, call forwarding and managing call groups, as well as guidance on accessing in-app training videos for ongoing support. All tasks were completed successfully, with no outstanding items remaining.

 

The Approach

Surrey Community Action required a modern, flexible cloud telephony solution to improve call handling and support hybrid working. Their existing system lacked scalability and centralised management, making it difficult to maintain consistent communication across dispersed teams. The proposed solution was to migrate the organisation to Elevate Cloud Telephony, offering advanced communication tools, improved call routing and streamlined administration. This approach aimed to enhance operational efficiency, ensure reliable connectivity for staff working remotely and provide a future-proof platform that could adapt to the organisation’s evolving needs.

The Results
The migration to Elevate Cloud Telephony transformed Surrey Community Action’s communication capabilities. Staff now benefit from a unified platform that supports hybrid working and ensures seamless connectivity across locations. Call handling has improved significantly, with enhanced routing and group management reducing missed calls and improving response times. Centralised administration allows for easier management of users and policies, while the Elevate UC app provides flexibility for staff to work effectively from any device. The organisation now has a scalable, secure solution that supports its mission to serve the community efficiently.
 
Key Outcomes
  • Improved call handling and routing
  • Enhanced support for hybrid working
  • Centralised management of users and policies
  • Successful deployment across all devices
  • Comprehensive user training completed
  • No outstanding issues post-migration