Case Study: Glamorgan Spring Bay Council reduces costs and improves call handling with GoTo Connect (GoTo)

How implementing GoTo Connect helped Glamorgan Spring Bay Council reduce costs and improve customer service

Glamorgan Spring Bay Council, one of Tasmania’s local government councils, needed to replace an outdated, expensive hardwired phone system that was designed for a much larger organisation, charged for unused services, offered poor vendor support, and prevented staff from handling calls remotely during COVID. After evaluating options with consultant Telephone & Communication Services (TCS), the Council chose GoTo’s cloud phone solution, GoTo Connect, to modernize its telephony.

With TCS’s help the Council implemented GoTo Connect, using features like the call-splitting switch to route inbound calls between desks, remote call handling, and easy self-service customizations (on-hold music, after-hours messages). GoTo’s local support made changes straightforward, and the move has “significantly reduced” costs by eliminating unused services, improved call capture and routing so fewer calls are missed, and delivered a better customer experience.

Glamorgan Spring Bay Council

Elysse Blain

Director of Corporate and Community