Customer Story
Castle Howard
Castle Howard modernises communications to future-proof a 300-year-old estate.
Background
Castle Howard is one of Britain’s most iconic stately homes. Family‑owned and run for more than 300 years, the 9,500-acre estate is home to the castle itself, historic buildings, rental properties, gardens, parkland and farmland. Today, it also operates as a major visitor attraction, welcoming 300,000+ visitors every year.Preserving history at this scale requires modern operations behind the scenes, and communications are critical to keeping the estate running smoothly.
The challenge: Rising costs, limited control
“The on-prem PBX just didn’t give us the flexibility or modern features we need today. Softphone integration wasn’t great, and we were missing things like AI note-taking and smarter call handling,” says Ross Newsome, Head of IT at Castle Howard.
Administration was another pressure point. Making quick changes, such as updating IVRs or voicemail messages during last-minute closures, was far harder than it should have been.“Day-to-day management became a challenge. Simple changes could take too long, especially when we needed to react quickly to unforeseen circumstances.”
Castle Howard needed a communications platform that could support modern working across a vast estate and evolve with them over time.The solution
Castle Howard worked with CloudClevr to evaluate a range of cloud telephony options. After reviewing features, flexibility and cost, they selected Webex from Gamma, delivered and tailored by CloudClevr.“We looked at a few options, and Webex stood out. The features, the price, and the personalised package CloudClevr put together – it just ticked all the boxes for us,” says Ross.
While the migration is now underway, the objectives are clear:- A fully cloud-based SaaS solution to replace on-prem PBX
- True support for flexible and mobile working across the estate
- Seamless Microsoft Teams integration
- Built-in AI capabilities that will continue to develop over time
- A platform that scales and future-proofs the organisation
“We wanted something scalable, flexible, and built for the future. Having Cisco and Gamma behind Webex gives us confidence that the platform will keep evolving.”
Unlocking AI-driven experiences
“AI is already helping us save time and improve customer experience. With AI built into Webex Voice, things like note-taking and summarising conversations are going to make a real difference in improving employee productivity and customer experience,” says Ross.”
These capabilities will support faster follow-up, better insight, and a more consistent experience for visitors and staff alike.The CloudClevr partnership
Beyond the technology, Castle Howard values the relationship with CloudClevr.
“What we value most is having an account manager who’s proactive, understands our challenges, and genuinely helps us find the right solution. That’s exactly what we get from CloudClevr. Our dedicated account manager has been excellent.”
CloudClevr’s role went beyond supplying a product – helping design the right solution and providing ongoing, hands-on support.
What’s next
As Castle Howard continues its journey, AI adoption is a major focus – understanding where it can deliver real value and how to use it effectively across the business.
“Our move to Webex isn’t just about fixing today’s problems. It’s about putting the right foundations in place for what comes next,” concludes Ross.
With cloud communications in place, the estate is well positioned to blend centuries of heritage with modern, intelligent technology.