Phone System Upgrade for Welsh Mental Health Charity – Case Study

Telecoms services for charities

Torfaen and Blaenau Gwent Mind is a registered mental health charity which was first established in 1986. The charity is affiliated with National Mind, the leading mental health charity in England and Wales.

Given the sensitivity and often urgent nature of their work, Torfaen and Blaenau Gwent Mind needed a supplier that would be responsible, proactive and would seamlessly upgrade their old phone system, with minimal downtime or disruption to their service.

With already a vast experience in providing telecoms for charities and having previously worked with the charity to provide competitive business mobile phone contracts, Channel were well placed to work with Torfaen and Blaenau Gwent Mind to upgrade their phone systems.

The Challenge

Torfaen and Blaenau Gwent Mind rely on their phone systems to help them provide the support needed to those suffering from mental illness.

Unfortunately, their 10-year-old phone system had begun to deteriorate, with phones slowly breaking down at a cost of £190 per unit and the system becoming more and more unreliable. What’s more, they had started to experience echoing and squeaking noises during calls.

When brought up with their existing supplier, they quoted over £4,000 to replace the handsets – far beyond what any charity wants to spend on their telecoms.

The Solution

After an initial discussion with Torfaen and Blaenau Gwent Mind, we provided the charity with a brand new phone system, offering all the functionality they could need and more. What’s more, we found a tariff that suited both their budget and their needs – allowing them to make calls that were previously excluded from their price plan.

Following installation, our engineers sat down with the team at Torfaen and Blaenau Gwent Mind to ensure they would get the most out of their new phone system by training them on all the available features.

Features such as DDI numbers, call forwarding and auto attendant were welcomed warmly by the team who had previously been reliant on an old phone system lacking any features.

Perhaps the most useful feature for Torfaen and Blaenau Gwent Mind was the ability to record a default message for callers, allowing the charity to make GDPR notice statements before the call was connected.

The Feedback

Torfaen and Blaenau Gwent Mind are delighted with their new phone system, noting improved efficiency and a 50% reduction in costs, allowing them to spend their time and budget with those who need it most.

“We started to use Channel Communications via mobile phone contracts due to their competitiveness and a recommendation from a current reliable contractor.” 

“This then developed into landline telephones, broadband to even utilities. We have found our account manager from Channel Communications to be very approachable whilst being proactive to problem solve an issue with several options sometimes being available.“ 

Talk To The Experts

At Channel Comms, we have vast experience in working with businesses of all shapes and sizes across different sectors.

To discover how we can simplify your telecoms requirements, or to find out more about the specialist service we provide to charities – give one of our expert team a call today on 0800 856 6900