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Case Study

Upgrading communications for a life-saving charity

The Client:
Wiltshire and Bath Air Ambulance

Wiltshire and Bath Air Ambulance is a vital emergency charity providing rapid, life-saving medical care to people across Wiltshire, Bath, and the surrounding areas. Operating a helicopter and critical care response vehicles, the charity is available 24/7 and relies entirely on public donations to fund its life-saving service.

The Challenge

Following a corporate acquisition of their previous provider, the charity experienced a significant decline in service quality:

Decline in service levels after the provider's corporate acquisition
Lack of consistency in support contacts, with no dedicated relationship
Poor communication and limited updates on phone system issues
Missed calls impacting the charity's service delivery and operations

“

Working with Elevate Cloud has made a real and measurable difference for us. Support response times are consistently fast, issues are resolved efficiently, and we finally have confidence that our systems are being proactively managed. Just as importantly, the move has reduced our IT and telephony costs, freeing up valuable funds that can be reinvested directly into other areas of the charity.

”

Danielle French

Finance Director, Wiltshire Air and Bath Ambulance

The Solution

We replaced the previous provider with a relationship-led, responsive service built around the charity's needs:

Consistent Relationship-Led Support

Dedicated support contacts the charity can rely on
A genuine partnership built on trust and accountability

Improved service levels

Responsive, agile support with fast resolution times
Issues resolved properly with clear ownership and follow-through

Proactive Communication

Regular updates and ongoing communication on all matters
No more chasing for information or being left in the dark

Modern cloud telephony

Reliable cloud-based phone platform replacing legacy systems
High-quality voice communications across all locations

Clear Visibility & Call Reporting

Full reporting on call activity and team performance
Data-driven insights to support operational decisions

Reduction in Missed Calls

Significant reduction in missed calls and operational risk
Improved caller experience for donors and stakeholders

Services delivered for Wiltshire and Bath Air Ambulance

Business Communications

Modern communication solutions with a fresh, forward-thinking approach to keep your team connected, collaborative, and productive.

It's a privilege to be trusted with the communications of such a critical service for the local community that we proudly serve. The charity has always held a special place in the hearts of our staff, and walking through its doors today still gives us the same feeling it did the very first time. The entire team are fantastic people and a pleasure to work with.