Case Study: Small Business Association of Australia (SBAA) achieves faster, more responsive member support with GoTo Connect (GoTo)

How this membership organisation used GoTo Connect to meet their clients’ diverse needs and maintain communications with them

The Small Business Association of Australia (SBAA), which supports and advocates for SMEs, struggled to meet the diverse and time-sensitive needs of its members because its legacy phone system and patchwork of software left calls answered by whoever was available. To provide faster, more consistent member support, SBAA selected GoTo and its cloud phone solution, GoTo Connect.

GoTo implemented GoTo Connect with customised setup, training and local support, adding prioritized lines (a members’ helpline, general line and tech support) so calls are routed to the right person. The result: members now receive callbacks within a couple of hours, communication was maintained through the pandemic, return calls are more evenly distributed among staff, and SBAA reports higher member satisfaction and happier employees — all while gaining an affordable, feature-rich solution from GoTo.

SBAA

Belinda Wilson

Business Manager