Trusted Customers Case Studies

HAVING INSTALLED HUNDREDS OF PHONE SYSTEM HANDSETS, FIXED LINES, AND BROADBAND OVER THE YEARS, THERE’S RARELY A HURDLE OR CHALLENGE WE HAVEN’T COME ACROSS.

We believe one of the critical advantages of dealing with an independent communication provider, over the likes of BT, is that the simple things are made easier and the difficulties are easily overcome. Simply because you’re not just one of million other customers

 

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Customer

TV Aerials Co. - Home Workers, London

Scenario

John of TV Aerials Co. has been a Smart VoIP customer since 2011. He initially came to us for inbound numbers to help track advertising, with calls to those numbers being delivered to John’s mobile phone.

The business grew and they employed additional staff to help with the new enquiries. He opted to use home workers for flexibility and overhead cost savings.

Calls were still being diverted to mobile phones incurring diversion fees with call traffic increasing. John had no way to measure the performance or activity of his staff, other than standard call stats and sales figures.

Solution

A chance conversation between John and one of our sales team quickly highlighted the advantages of switching to a full VoIP service. Mobile phones were ditched in favour of VoIP desk phones, compatible with virtually any broadband service. We included the full hosted features package, including call recording, call queues and free ‘on network’ calls. This enabled John to speak to his staff completely free of charge from his own VoIP handset.

Call information is now available to John via our Smart VoIP interactive wallboard. He can listen to live calls, track the call activity of his staff and monitor peak call trends, ensuring he is adequately equipped for the busiest periods. Porting the existing inbound numbers to their Smart VoIP Hosted account has removed the call diversion charges saving them money to reinvest in growth.

Customer

Tree Surgeons - Middlesex

Scenario

Barry runs a Domestic and Commercial Tree Surgeon business specialising in large tree removal. They have contracts with several local authorities to maintain the local highways and respond to emergency calls to clear fallen trees.

They are based in a semi-rural location on the Middlesex and Buckinghamshire border, occupying a large site with storage yard and recycling facility.

They had no fixed line telephony when they moved in. Calls to their main business number which was located at their previous business address were being forwarded to mobile phones.

Barry had approached BT directly to arrange the installation of fixed telephone lines but had waited over 6 weeks for a response before being recommended to Smart VoIP by his website provider.

Solution

Through our wholesale contacts at BT Openreach, we arranged a site survey and installation including an additional telegraph pole on the road leading to the yard in half this time.

Due to the distance from the local BT exchange and the poor broadband coverage at the time, we recommended an onsite PBX with two analogue lines initially to ensure a robust and reliable telephone service. A third line was installed for ADSL to give access to emails and the web.

Our engineers installed a Toshiba phone system with two extensions and a bespoke Music-on-Hold message with seasonal sales information.

Customer

Home Insulation - Call Centre, Dorset

Scenario

Jason had recently set up a small outbound call centre selling home improvement products such as loft/cavity insulation and double glazing. The call agents were using mobile phones to contact homeowners and were manually dialling numbers from sheets of contact data then recording the results using writing pads.

This process was time-consuming and difficult to manage, creating an extensive paper trail. Issues with battery life on the mobile handsets was a problem - lack of mains power outlets in the office meant Mr Perry was unable to expand to the number of call agents he required.

The handsets were all set to withhold their number as they couldn’t control the path of any homeowners returning missed calls - a missed sales opportunity.

Jason's brother is an existing customer of Smart VoIP for his own plumbing and drainage business. He recommended Smart VoIP to Jason as a better solution.

We discussed Jason's immediate and future requirements, taking into consideration budget limitations and the existing office infrastructure.

A two-stage solution was agreed to offer the best opportunities.

Solution

STAGE ONE - cable the office with single CAT5e cables to the 24 desk locations. These are linked to a central power-over-ethernet (PoE) switch, which then powers VoIP desk phones and connects them to a robust broadband service. This means there is no need to install expensive mains power sockets adjacent to the desks. Charging is no longer required and Home Logic has the ability to present their business number when dialling out.

Calls can also be recorded for quality control and training as well as being a useful tool if any call notes are unclear.

STAGE TWO - The agents were still manually dialling and recording notes on paper so we worked with Home Logic on the concept of an Auto-Dialer, with the facility to score each and every call using the telephone keypad.

Smart VoIP worked with the development team at BT IPEX to produce a management portal where data can be uploaded to a campaign. This can then be auto dialled with calls initiated between the agent and the homeowner. Calls can be scored by the agent and the call data automatically emailed to a manager for review or follow up.

The system has evolved further, with Home Logic now employing over sixty call staff, operating in a paperless office. Live call statistics are displayed on multiple wall boards, installed by Smart VoIP in seven locations around the offices. These highlight and measure performance as well as identify training opportunities.

Customer

Estate & Letting Agent - London

Scenario

Estates, Management and Letting Agents based in North West and South West London. Three companies owned and run by the same person, but each based in separate locations.

They share common attributes such as central accounting and management staff, so they needed a cost-effective solution for voice communication between sites.

Smart VoIP took the contract over another supplier, who did not provide this facility. The competitor was slow to respond to call redirection and other simple requests.

Solution

Smart VoIP deployed a Hosted Business Telephone system with all users on a common account. This allowed inter-site calling completely free of charge, using the latest HD Voice Hosted VoIP Desk phones.

The system provides the management team with access to a live portal, through which they can easily re-route numbers. They can adjust time-of-day routing and set up caller exceptions, to fully control the call flow for each business.

We provided full training on all basic and some advanced functions as part of our visit.

Since then we now manage the fixed lines and business broadband enabling the customer to consolidate communications services to one supplier, one invoice and one point of contact.

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