By Stacey Watson, Starlight Children’s Foundation
At Starlight Children’s Foundation, a charity based in Australia, our mission is to bring joy and support to sick children and young people. Operating across every major pediatric hospital in the country, we help create spaces where children can simply be kids, despite their medical conditions. Our work involves granting wishes and delivering programs that bring hope to those in need. For an organization like ours, seamless communication and reliable technology are not just conveniences—they are essential to fulfilling our mission.
In 2021, Starlight Children’s Foundation adopted Landis Contact Center for Microsoft Teams. Since then, our team has relied on this system to handle our communication needs. I’m Stacey Watson, and I’ve been with Starlight Children’s Foundation for a couple of years now. Throughout my time here, I’ve seen firsthand how Landis has transformed the way we work, making our operations smoother and enabling us to focus on what matters most: the children and families we serve.
Smooth, Reliable Software: A Perfect Fit for Our Charity
One of the most significant aspects of using Landis is just how smoothly everything runs. For a charity like ours, efficiency is crucial. Our staff is small, with only about six of us using the system daily to handle calls. On a typical day, we manage around 50 calls, ensuring we stay connected with our supporters, volunteers, and partners.
From day one, Landis has provided an easy-to-use and dependable platform. Rarely have we experienced any issues with the software. In all honesty, the reliability of the software has been one of its standout qualities.
As a not-for-profit organization, we depend on technology that just works without requiring constant maintenance or intervention. Landis has been a perfect fit in that regard. It’s a solid system that allows us to keep everything running smoothly, which in turn lets us stay focused on our mission of supporting sick children and their families.
Exceptional Support: Always There When We Need It
Another highlight of our experience with Landis has been the exceptional support we’ve received. In my experience, Landis’ support team is highly responsive and helpful. When I’ve needed to open a support ticket—which has been rare—they’ve always been quick to respond. They go above and beyond, providing timely solutions that allow us to get back to work without delay.
One of the things I’ve found particularly impressive is how proactive Landis is when it comes to support. They don’t wait for us to have a problem; they reach out occasionally to make sure everything is working properly. This level of care and attentiveness is something I haven’t always experienced with vendors in the past. Landis clearly values their relationship with clients, and they take steps to ensure that we’re not just satisfied but truly supported.
Features That Simplify Our Work
In addition to being reliable, Landis offers features that have the potential to further streamline our work. For example, our organization uses Microsoft Dynamics to manage our supporter data. One of the things I’m excited about is the ability to integrate Landis with Dynamics to enable screen pops, so when a call comes in, the relevant data appears instantly. We haven’t yet implemented this feature but knowing that it’s there and can be set up when we’re ready adds a lot of value to the system.
We’ve also been exploring other features, like call recording, which was incredibly easy to set up with Landis’ help. Initially, we were stuck trying to figure out how to enable call recording for phone calls but exclude Teams meetings from being recorded. Thanks to the clear and timely support from Landis, we were able to sort that out and get everything working exactly the way we needed. This feature will be a big help as we move forward, particularly when it comes to maintaining compliance and ensuring the quality of our interactions.
Constant Improvement and Adaptability
One of the things that sets Landis apart is its adaptability and ongoing development. The team is constantly rolling out new features and improvements, many of which make the system even more efficient. For example, they recently made significant improvements to Teams Alerts, a feature that allows us to answer calls directly through the Teams client. We had been using a system that required us to click through multiple screens to answer calls, but with this update, we can now handle calls with a single click, simplifying our workflow considerably.
Landis is always looking for ways to improve the user experience. They’ve even asked us how often we’d like to be contacted by their customer success team to ensure we’re getting the most out of the system. This level of involvement shows that they’re not just providing a product but a service that’s designed to evolve alongside our needs.
A Partnership That Benefits Us All
What I’ve come to appreciate most about Landis is the sense that we’re in a partnership. They are not just a vendor; they are a collaborator in helping us achieve our goals. Whether it’s checking in on us proactively or providing solutions to our specific challenges, the team at Landis makes it clear that they’re invested in our success.
For example, when I reached out with questions about simplifying our call-handling process, they suggested switching to Teams Alerts and walked me through how to make the change. This tweak has made a noticeable difference in how quickly and smoothly we can handle calls, which, in turn, allows us to better serve the families and supporters who depend on us.
The Peace of Mind That Comes with Landis
For a charity like Starlight Children’s Foundation, where every minute counts and every interaction matters, having a system that runs reliably and smoothly is essential. Landis has given us that peace of mind. I know that when I come into the office each day, I won’t have to worry about whether our communication tools will work. They just do.
And when there’s an opportunity to improve our processes or explore new features, the Landis team is there to guide us, providing the kind of support that makes a real difference in how we operate. Their expertise and responsiveness give us confidence that, as we grow and face new challenges, our communication infrastructure will continue to meet our needs.
Looking Forward to the Future
As we continue to grow and look for ways to improve our operations, I’m excited about the possibilities that Landis offers. Whether it’s further integrating our systems, exploring new features, or simply continuing to benefit from the smooth, reliable service they provide, I’m confident that Landis will be a key part of our success.
In a world where technology can often feel like a burden, Landis makes things simple, intuitive, and effective. For Starlight Children’s Foundation, that’s been a game-changer, allowing us to focus on what we do best: making a difference in the lives of sick children and their families. I’m grateful for the partnership we’ve built with Landis and look forward to many more years of success together.
