Case Study: Oxfam GB accelerates digital transformation and reduces infrastructure costs by 75% with Twilio Flex

How Oxfam Accelerated Its Digital Transformation With Twilio Flex

Oxfam GB is a global nonprofit working in about 70 countries with volunteers, aid workers, an online store and nearly 600 UK storefronts. Its legacy ISDN30 PBX call‑center hardware was costly, fixed in one location, and increasingly unable to support flexible working or integrations—especially with the UK plan to retire landline ISDN—so the organization needed a cloud-based, scalable communications solution.

Oxfam deployed Twilio Flex, a customizable cloud contact center that centralizes support, integrates with Salesforce, and lets volunteers run registers, take calls and manage online shop tickets from anywhere. The move made remote volunteering seamless, streamlined support operations, and put Oxfam on track to retire about 80% of head‑office infrastructure with roughly 75% savings, accelerating its digital-first transformation.

Oxfam

Aidan Mahony

Technology Business Partner