Refugee Action Case Study

Refugee Action Case Study

Refugee Action is an independent charity that supports refugees and asylum seekers to resettle and build new lives in the UK.  Refugee Action has been a customer for four years and Arrow provides the charity with hosted telephony and mobile services for their 220 employees across eight offices.  Following a strategy change, Arrow proposed the migration of Refugee Action’s hosted telephony solution to the Gamma Horizon system.

New features and lower costs

Arrow undertook a full GAP evaluation between the old and new platforms to ensure that all existing functionality could be mirrored. The migration to Gamma Horizon also meant that Refugee Action would benefit from additional functionality not previously available to them such as call reporting, self-management via the web portal, and enhanced platform reliability and stability.  A further advantage of moving to the Gamma Horizon was that Arrow was able to demonstrate savings of 30% thanks to considerable call savings on the new platform.

Consultative Approach

Arrow liaised with Gamma to ensure that Refugee Action could retain their existing hardware including handsets and switches as part of the transition so the need for additional capital expenditure was prevented.  There was a very tight deadline to migrate all eight offices so that cost savings could be implemented as quickly as possible and to ensure that the amount of time that sites were operating on different platforms was minimised.  The migration project took place over eight weeks with the change of location for the Birmingham office adding to the complexity of the project.

Arrow’s Project Manager worked closely with all sites and the various Arrow internal teams to ensure these deadlines were met and communications were clear and frequent.  Installations were carried out during evenings and weekends where required so that there was no interruption of service to Refugee Action’s customers or the daily running of their offices.  Arrow’s dedicated Horizon trainer also ensured all sites were up to speed on both the portal and the handsets with on-site visits for the larger sites and training sessions conducted via webinars for the smaller ones.