Guy’s & St Thomas’ Foundation Elevates Employee Experience with Cloud Telephony

Guy’s & St Thomas’ (GSTT) Foundation is an independent non-profit dedicated to tackling health inequity across Lambeth and Southwark. To support its mission and a family of forward-looking organisations, the Foundation required a modern, scalable communication strategy to replace an outdated and unreliable infrastructure.

A “perfect storm” of a global pandemic and an office move revealed that the Foundation’s legacy telephony was no longer fit for purpose. The existing system was patchy and unreliable, and because it was managed by external suppliers, simple administrative changes took days to resolve. With a core team working from home and an expanding in-house fundraising department, the Foundation faced a high risk of missed donor opportunities and technical disruption.

The Foundation partnered with Kerv to transition to a Microsoft Teams Direct Routing solution. This fully hosted service integrated seamlessly into the Foundation’s existing Microsoft estate, providing: 

• Full Mobility: Staff can make and receive calls via desktop and mobile apps from any location. 
• Internal Control: The IT team gained 24/7 management of IVR, hunt groups, and scheduling, eliminating previous delays. 
• Rapid Deployment: Kerv famously implemented a plan for a new switchboard within just 24 hours to meet a tight deadline. 

The migration delivered immediate operational excellence with zero service interruptions.

Key results included: 

• Zero Calls Dropped: Even during a major fundraising campaign and a physical office move. 
• Infinite Scalability: The system has effortlessly supported the fundraising team’s growth from 100 to 180 members. 
• 100% Satisfaction: Users reported zero technical issues during the rollout, ensuring staff and donors remain perfectly connected. 

By replacing slow external support with internal agility, the Foundation is now future-ready and prepared for its next phase of growth. 

Download the full case study to discover how GSTT Foundation achieved total administrative control and seamless scalability.