Challenge

Citizens Advice Bury & Bolton (CABB) is a local, independent charity, providing free, confidential and impartial advice/casework to help individuals resolve their problems. They also campaign on the big issues affecting individuals’ lives, both locally and nationally.   As their operations expanded, maintaining efficient communication systems became increasingly important. Although the charity did not begin with explicit technical problems, their growing need for reliable tools, smooth internal coordination, and enhanced efficiency meant they required a telecoms partner that could offer flexibility, future‑ready solutions, and dedicated support. A key challenge emerged around call recording and transcription needs. Initial discussions highlighted budget constraints and the need for a cost‑effective way to provide better support to advice teams. Additionally, the organisation faced an office move, requiring careful handling of leased line transfers within existing contract terms – an area where they needed expert guidance to avoid disruption.

Solution

Citizens Advice Bury & Bolton implemented two core Firstcom Europe solutions:
– Wildix
– X‑Bees

During the rollout of X‑Bees, Firstcom provided comprehensive training, from initial product demonstrations through to hands‑on onboarding and ongoing support. The charity described the team as consistently responsive, ensuring their staff were confident and well‑equipped to adopt the new systems. A standout aspect of the partnership was Firstcom’s proactive support. After an initial conversation about call transcription tools in the summer of 2025, Firstcom revisited the topic months later with an alternative product that better aligned with budget requirements. Their account manager, Anthony Fitzpatrick, arranged new demos, facilitated onboarding, and answered every query throughout the process. Firstcom also guided the charity through the complexities of transferring its leased line during an office relocation – adapting contractual arrangements to ensure a smooth and stress‑free telecoms transition.

Outcome

The introduction of Wildix and X‑Bees has improved daily operations across Citizens Advice Bury & Bolton. Staff have responded positively, appreciating the system’s ease of use and the assurance that any issues will be resolved swiftly.

Key benefits include:
– Greater efficiency across advice teams and supervisory roles
– Intuitive systems that reduce friction in day‑to‑day communication
– Further gains expected as X‑Bees becomes more embedded across teams

Staff at Citizens Advice Bury & Bolton have consistently responded positively to Firstcom’s systems. The reliability of the platforms and the reassurance that any issues will be quickly resolved – has helped maintain operational continuity and confidence.

“Our relationship with Firstcom Europe has gone from strength to strength. It’s built on trust, respect, and consistently responsive support. Even within just 18 months of working with our dedicated account manager, we’ve come to rely on Firstcom for guidance, new ideas, and rapid solutions whenever we need them. We would confidently recommend Firstcom Europe to other organisations – the team truly goes above and beyond.” 

Catrin Aherne, Head of People & Operations