The joining together of multiple schools into one single entity, a mish-mash of legacy phone systems all falling short in varying ways, a new vision for a smarter and more cost-effective communication strategy: it was clear that Holy Cross Catholic Multi Academy Company needed to modernise. Prior to joining together in 2019, some of its five primary and two secondary schools had swapped analogue PSTN systems for cloud-powered VoIP calling, but performance was sketchy and provider service levels below par. Busy receptionists battled daily with the outdated limitations of lines and switchboards which, although perfectly functional, lacked cleverness and sophistication. For example, call holding and re-routing was, in some cases, multi-step and slow. Phones were hard-wired in fixed locations on desks and in offices, affording users zero mobility and meaning diverted calls often went unanswered. Head teachers and senior managers in particular – whose roles involved frequent movements around the school sites throughout the day – were often rendered ‘unavailable’ and instead were left messages to return calls once they were back at their desks. School IT staff knew modern telephony was capable of delivering so much more but, in some cases, lacked the kind of dynamic, collaborative relationship with their provider partner that is so key to a positive transformation. They knew their primary phone users and call handlers were keen to deliver a hugely-improved experience to parents, partners and others who called in needing to talk. And they knew they wanted to provide staff with an easy, light-touch ability to call out or connect internally with colleagues. Finally, they were keen to deliver on new group-wide strategies for consolidating suppliers and reducing costs wherever possible. Although a public sector organisation as opposed to a commercial enterprise, the company understood the value of a high-grade communication experience and how a smooth and frictionless user and caller experience creates the right impression among all those with whom it interacts. It also knew that its committed and optimistic participation in the transformational evolution of education provision required an approach to technology to match.