Case Study: Bradshaw Taylor achieves reliable, flexible customer service and real-time contact-centre insights with GoTo Connect (GoTo)

How GoTo Connect and GoTo Contact Centre enabled Bradshaw Taylor to fulfill its customer service promise

Bradshaw Taylor, a family-owned distributor of outdoor and lifestyle clothing that handles about 40,000 incoming calls a year, faced a sudden need to support a remote workforce when COVID-19 struck. Their six‑year-old on‑premise IP telephone system lacked the reliability, monitoring and flexibility required for remote working, so IT partner NXTGen Technology introduced GoTo’s cloud communications platform, GoTo Connect, to address those gaps.

NXTGen deployed GoTo Connect on a trial line and ported UK, USA, French and German numbers, training staff on its queue management, call handling, real‑time monitoring and reporting features. GoTo Connect enabled staff to see caller identity, queue length and wait times, allowed seamless home or office working with no service degradation, and gave managers up‑to‑the‑minute data to reallocate resources — immediate adoption across the business, simpler scaling, no telephony hardware costs and clearer subscription pricing.

Bradshaw Taylor

Michelle McGrath

Customer Service Manager