Case Study: Pathways, Inc. achieves reliable 24/7 crisis-hotline service and $16K/year savings with Digium Switchvox

Pathways, Inc. - Customer Case Study

Pathways, Inc. operates the Lake County Crisis Hotline, a 24/7 phone-based counseling service where reliable telephony can be a matter of life or death. Their donated, aging Mitel/Centrix system was failing frequently and parts were unobtainable, yet the agency only had a $30,000 grant for replacement while commercial quotes ran $90–120k — creating an urgent risk of service interruption for a vulnerable community.

Working with reseller N2Net, Pathways replaced the dying system with a Digium Switchvox SMB 305 and moved from PRI/T1 to SIP, adding N2Net co-location for instant failover and a Google Maps integration for caller location. The new unified communications platform delivered automatic call routing to trained crisis teams, mobile reachability, call recording and reporting, and scalability to 150 users — cutting telephone costs by about $16,000 a year and ensuring dependable, 24/7 crisis support.

Pathways, Inc.

Mark Bregy

MIS & Facility Manager