Everywhen
2 July 2025
Salisbury City Council
Enhanced cost-effective communications platform enabled efficiency gains, full IT control, and future growth.
Key Points
The Challenge
Salisbury Council was dealing with a highly fragmented and outdated telecoms infrastructure following a change in internal IT leadership. The newly appointed IT lead inherited a complex estate that included around six separate sites - ranging from the main council offices to non‑traditional locations such as a police station and a retail premises - each with different internet connections and legacy systems in place.
The existing telecoms provider was causing significant challenges. Costs were high, support was limited, and there was minimal engagement or guidance from the supplier. The council lacked clarity across its estate, with a large number of telephone numbers in use and no clear understanding of what was required or how to make changes within the system. This left the IT lead unable to effectively manage or modernise the environment, while also being the sole individual responsible for all IT services across the organisation.
The Process
The transition to a new telecoms solution required extensive planning and collaboration, taking place over an eight‑to‑nine‑month period to align with the council’s internal approval processes and governance requirements. Throughout this time, regular weekly and bi‑weekly catch‑ups were held to guide the IT lead through every stage of the journey.
Due to the complexity of a multi‑site public‑sector environment, detailed technical support was provided, including consultation on deployment, infrastructure clean‑up, and staff readiness. Training sessions and supporting documentation were delivered to ensure council staff felt confident using the new system, while engineers and account managers remained in close contact to respond quickly to queries and resolve issues.
The Solution
The council migrated from its previous provider to Apogee’s cloud‑based telecoms solution, giving the organisation full visibility and control over its communications estate. The solution consolidated and simplified the existing infrastructure, significantly reducing the number of telephone lines and removing unnecessary complexity.
For the first time, the IT lead was fully trained on the system and empowered to make changes independently, while still benefiting from ongoing Apogee support when needed. The transition itself was delivered seamlessly, with the installation described as one of the smoothest deployments completed, despite the operational challenges of multiple locations and varied connectivity.
The Outcome
The result was a clean, streamlined telecoms environment that better matched the council’s actual needs, reducing costs and improving manageability across all sites. The IT lead gained complete transparency and control over the system, alongside the reassurance of responsive technical support and a dedicated account manager.
The success of the project established a strong working relationship and opened the door for further collaboration, with the council already using additional services and expressing interest in exploring more. The overall experience was described as professional, supportive, and easy - turning what could have been a disruptive transition into a positive transformation for the organisation.
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