Job completed for Multi-Service VoIP System for a Community Support Center in North Hollywood, CA

Completion date: February 4, 2025

Location: North Hollywood, CA

Why did the customer contact us?

A community support center in North Hollywood, CA that offers multiple services to the public, from a food bank to family counseling. They have a team of 15 paid staff and a large volunteer network. The center relied on an outdated phone system with a single line for all inquiries, leading to overwhelmed staff, dropped calls, and difficulty managing their various services. They needed a budget-friendly system that could professionally route calls, handle high volume, and connect remote staff.

Solutions provided:

Easier Communications implemented a flexible, cloud-based VoIP solution tailored for nonprofit organizations: 

• Multi-service routing: A new auto-attendant with customizable menus allowed callers to select their intended service (e.g., food bank, counseling, volunteer info), directing them to the appropriate person or team. 
• Call queues: Queues were set up for high-volume service lines, with custom messages to manage caller expectations. 
• Virtual extensions: Staff were given virtual extensions, enabling them to work from different locations while maintaining a professional office presence. 
• Mobile apps for volunteers: Volunteer coordinators could manage calls from their mobile devices, simplifying the process of communicating with volunteers in the field. 
• Cost-effective model: The cloud-based system offered a transparent, low-cost model, ensuring the nonprofit could direct more of its budget to its core mission. 

The community support center now has a professional and efficient communication system that better serves the public and their volunteers. The new routing capabilities reduced caller frustration, and the organization's limited budget is used more effectively on a solution that scales with their needs.