Case Study: Michael Murphy Home Furnishing achieves reduced telephony costs and transformed customer service with GoTo Connect (GoTo)

How Michael Murphy cuts costs and transforms customer service with GoTo Connect cloud telephony

Michael Murphy Home Furnishing, a retailer founded in 1974 with 140 employees across seven stores, outgrew its legacy PBX as call volumes increased and introduced a customer service team. The business needed better reporting and call‑recording control for agent coaching, plus lower mobile call costs for delivery and service teams, so it sought a modern cloud telephony solution such as GoTo’s GoTo Connect.

Bytek IT Solutions implemented GoTo Connect from GoTo, deploying more than 90 licences (including 15 contact‑centre licences) and going live in February 2020. The GoTo solution gave the team full control of queues and recordings, enabled drivers to use the mobile app to cut bills, supported remote working, transformed a noisy call centre into a calm workspace, reduced telephony costs, shortened wait times and nearly eliminated abandoned calls.

Michael Murphy Home Furnishing

Anthony Fagan

Group Operations Manager