Case Study: National Energy Foundation achieves seamless remote working and expanded helpline capacity with GoTo Connect

How GoTo Connect has enabled National Energy Foundation (NEF) to deliver professional, efficient and reliable energy advisory services for people facing fuel poverty and cost of living challenges

The National Energy Foundation (NEF), an independent charity founded in 1988 that works to reduce fuel poverty and household carbon emissions, needed a cloud-based VoIP system when its office-based team moved to remote working during the pandemic. Tasked with finding a remote telephony solution, NEF evaluated several providers and selected GoTo, initially deploying GoTo Connect to enable staff to make and receive calls from any device.

GoTo, with implementation support from SaaSCom and the GoTo technical team, rolled out GoTo Connect licenses and later GoTo Contact Center for enhanced inbound/outbound call management and analytics. The switch let staff work from anywhere, helped NEF recruit as it almost tripled its workforce, and supported the helpline at peak times handling up to 3,000 calls a month; GoTo Contact Center’s routing, dashboards and reporting improved caller experience, operational efficiency and funder reporting.

National Energy Foundation

Camille Ruddle

Business Support Manager