A 60-home children's care provider cut response times across every site

The customer

A children’s residential care provider running 60 homes with around 500 staff - a regulated environment where the phones are safeguarding infrastructure, not office equipment. When something happens in a home, the call has to connect first time, whoever is on shift.

The problem

The estate ran on a mix of apps, static IP phones and regular VoIP telephony, and none of it was flexible enough for how care homes actually work. It was expensive, calls were being missed, and there was a compliance gap: in their world, as they put it, every issue is super critical, and the phone setup was not treating them that way.

What we deployed

Landline SIMs across the homes, with hunt groups and IVRs to route calls to whoever is on shift, plus mobile broadband and mobile internet for site connectivity. Existing numbers were ported in and new ones issued - both without a hitch - and the rollout completed in about a week from order.

The result

Visibility over the entire estate from one dashboard, dedicated management of the whole setup, and - the change they rank first - quicker response times on the calls that cannot wait. The compliance gap in their telephony is closed, and each home’s number now rings the people actually on shift rather than a handset that may or may not be attended.