Connect2Group | Goodtel
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CASE STUDY

Connect2Group

Connect2Group is a not-for-profit organisation dedicated to empowering individuals with disabilities through personalised, collaborative support. With around 100 staff operating across three sites, Connect2Group’s work depends on reliable communications - for their team in the office, and for staff working in the field.

Connect2Group
CASE STUDY OVERVIEW

The Challenge

Connect2Group’s phone system had become a source of daily uncertainty. Their existing incumbent Loop service was unreliable - staff couldn’t always make calls, and weren’t confident they were receiving them. For an organisation providing support services, a phone system that can’t be trusted isn’t just an inconvenience - it’s an operational risk.

  • Unreliable voice service across all 17 sites
  • Staff uncertain whether calls were getting through, in or out
  • Incumbent provider was unresponsive when issues were escalated
  • Multiple suppliers (4–5) with non-standard configurations - no consistency, no single point of contact
  • A preference to work with a supplier that shared their values as an NFP

Our Solution

Goodtel migrated Connect2Group across three sites, replacing the unreliable incumbent Loop Service with Microsoft Teams Phone and moving their NBN services to Goodtel. Mobile consolidation is now also underway.

  • Microsoft Teams Phone (MSTPhone) deployed across all sites - integrated directly into their existing Microsoft 365 environment
  • NBN services migrated to Goodtel
  • One site experienced a brief interruption during NBN migration due to an NBN network issue - managed and resolved by Goodtel’s onboarding team
  • Mobile services now in final consolidation to bring all supply under Goodtel
  • Voice
  • nbn
  • Mobile

Why Goodtel

The decision to move to Goodtel was driven by both mission and capability. Goodtel’s approach as an NFP-specialist and social enterprise resonated strongly — but the solution also had to work.

  • Goodtel donates 50% of profit to charity - a genuine values match for Connect2Group
  • Specialist in NFP telecommunications, with an understanding of how these organisations operate
  • The recommended solution - Microsoft Teams Phone (MSTPhone) - was a natural fit as an existing Microsoft 365 customer, and meant minimal disruption to install
  • Goodtel offered a single contact across all services and sites

Results

Before Goodtel After Goodtel
  • 4–5 suppliers with no consistency across sites
  • Unreliable incumbent Loop voice service
  • Staff couldn’t trust calls were connecting
  • Incumbent provider unresponsive to escalations
  • No aligned supplier relationship
  • Supplier count down to one (Goodtel)
  • Microsoft Teams Phone - reliable, integrated, familiar
  • Staff trust their phone system again
  • Single contact for all services across all sites
  • Supply partner aligned with Connect2Group’s mission

For Connect2Group, the primary win wasn’t cost - it was confidence. A phone system the team can rely on has changed how the organisation operates.

  • Microsoft Teams Phone is working reliably and fully integrated into Connect2Group’s existing Microsoft 365 environment
  • Staff trust their communications again — both in the office and working from home
  • All sites now on the same bill with a single supplier and a single point of contact
  • NBN installed and running across all sites
  • Supply is now with a partner that shares Connect2Group’s values