Reliable Communication for a Connected School Community

About St. Benedict at Auburndale School

• Sector: Education

• Location: Cordova, TN

St. Benedict at Auburndale School has built its reputation on academic quality and the kind of close-knit community that makes families feel genuinely supported. Maintaining that reputation depends on more than what happens in the classroom. When parents call to ask about enrollment, follow up on a concern, or reach a teacher or administrator, the experience on the other end of the line shapes their confidence in the institution. As the school expanded and the demands on its communication systems grew, the infrastructure supporting those interactions needed to grow with it.

Scenario

The school's existing phone system was struggling to keep pace. During peak enrollment periods and the busiest stretches of the academic calendar, the system buckled under increased volume, creating a backlog of frustration for the families and staff who depended on it. Parents and students calling school offices frequently encountered poor call quality and dropped calls, disrupting conversations that often involved time-sensitive questions or concerns. Extended hold times during high-traffic periods further strained the school's ability to respond with the promptness that families expected and that the school's reputation for accessibility required.

The difficulties extended beyond the phones themselves. Administrative staff worked with interfaces that were cumbersome and difficult to navigate, making even routine communication tasks more time-consuming than they needed to be. Without a clear way to manage call flows, track performance, or adapt quickly to spikes in demand, the school had little visibility into where breakdowns were occurring and no practical tools to address them. For an institution where trust is built through consistent, responsive communication with families, these gaps were a direct threat to the relationships at the center of school life.

Outcome

St. Benedict at Auburndale School implemented net2phone's cloud-based communications platform to replace its outdated infrastructure with a modern, scalable solution. Improved call routing, intuitive administrative tools, robust reporting capabilities, and a system architecture built to support growth gave the school the foundation it needed to serve its community reliably today while preparing confidently for what comes next.

The school's day-to-day communication experience was transformed from the ground up. Dropped calls and poor quality became a thing of the past, and faster, more accurate call routing ensured that parents and students reached the right department without unnecessary transfers or delays. Staff found the updated interfaces far simpler to navigate, reducing the time spent managing communications and freeing administrators to focus on the work that serves students and families directly.

The gains in visibility and planning capability proved equally valuable. With access to meaningful performance data including First Call Resolution and Customer Satisfaction Score metrics, administrators could see clearly how communication was flowing, where opportunities for improvement existed, and how to allocate staffing and resources more effectively during peak periods. The cloud-based platform also positioned the school to scale without disruption, supporting the addition of new staff members and future expansion without requiring an overhaul of the underlying system. For a school that measures success in part by the strength of its community relationships, net2phone delivered something foundational: the reliability, clarity, and responsiveness that families expect and that the school has always worked to provide.

We moved from Verizon XO Communications to Net2Phone for better quality and newer features. They were very helpful and made this very easy.

Jessica Sarinana, IT Director

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