In early 2008, The Salvation Army relocated its head office from the Melbourne suburb ofMont Albert.

In early 2008, The Salvation Army relocated its head office from the Melbourne suburb ofMont Albert to Blackburn. The move prompted the organisation to consider refreshing itsageing PABX system.“Our system was getting old and could not provide the call reporting and managementfunctionality that we required,� said Larry Reed, IT Services Manager, The Salvation Army,Australia Southern Territory.The Salvation Army’s call centre in Melbourne’s Noble Park also required a system thatwould give managers more visibility over calls. This call centre takes calls from people inVictoria, South Australia, Western Australia, the Northern Territory and Tasmania who wish todonate items to Salvos Stores.“Calls were dropping out frequently, which had the potential to affect the number ofdonations that we received,� said Reed. “We weren’t able to visualise what was happeningin the call centre because we had very limited reporting functionality.

 

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