Case Study: Small Business Association of Australia 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 across Australia, struggled to meet the varied and time-sensitive needs of its large membership because its legacy phone system lacked routing and prioritisation — calls were answered by whoever was available, leaving members waiting. To address this, SBAA selected GoTo and implemented GoTo Connect as its cloud phone system.

GoTo customised GoTo Connect with dedicated lines (a priority members’ helpline, general line and tech support), provided local training and support, and streamlined call distribution. As a result, SBAA can now return calls within a couple of hours, maintained communications through the pandemic, receives frequent member compliments on responsiveness, and has more evenly distributed return-call workloads — delivering faster service and happier staff thanks to GoTo.

Small Business Association of Australia

Belinda Wilson

Business Manager