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Client Case Study: Mercy Services


Since 1976, Mercy Services have been providing support to the residents of Newcastle and Lower Hunter.

Mercy Services provides community and in-home support to older people, people with disabilities, people affected by drug and alcohol abuse, the socially disadvantaged and families.

This compassionate and proactive not-for-profit is a quietly substantial entity, employing ~200 staff within the local community, across varied services and sectors.

Such as the breadth of the staff and varied expertise of Mercy Services, saberVox’s approach had to be a holistic offering -one that was both wide-reaching and agile, and allowing for future growth.


Mercy Services enlisted saberVox to update and upgrade their mostly legacy technology.

Before deployment, Mercy Services were running an on-premises Exchange Server.

Their on-prem server was coming to the end of their support period from Microsoft, and with much legacy technology -increasingly vulnerable to cyber-attacks.

Their Exchange Server also had increasing issues with ongoing input from both frequent patching and mitigation work.

The client was also running a litany of subscription services for their communications -expensive and lacking integration as a long-term solution.

Costly and challenging to manage and impinged by a staff who are far more interested in care, than technology, a universal solution was long overdue for this busy organisation.


With a catalogue of priorities to address, all with competing urgencies, saberVox developed an analysis of criticals -leading with priority number one -to migrate their current on-premises exchange to Microsoft 365.


Their legacy equipment was swiftly and seamlessly converted to Microsoft 365, utilising both Office and email. To further keep costs flat, as a not-for-profit entity, Mercy Services was entitled to price reduction from Microsoft.

To allay any fears of migration downtime and staff trepidation, two saberVox engineers were deployed to multiple sites on migration day. This support mitigated any errors with migration and allayed staff concerns, as they weren’t on their own to update emails, it was done for them by saberVox tech support.

Executive Officer for Mercy Services, Caitlin Burke said of the migration, “Honestly, I can’t be more glowing about the migration – it was hugely successful, and the onsite support was invaluable at making the staff comfortable with the change…it was really smooth as a transition, and there were really very few hiccups – far less than we expected”.

For what seemed like a mountain to climb initially, this project was but merely a first step in future-proofing this hardy and vital Hunter business.