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Case Study: The I.S. Group

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The Challenge

The I.S. Group is the UK’s largest mail order trade only supplier of florist sundries. Offering a huge range of great value for money products, they pride themselves on their industry leading standards of customer care.

The I.S. Group challenged us to review their mobile and fixed line infrastructure to identify ways of increasing business efficiency through communications, ensuring the level of customer care continued to be provided inline with the increase in customer demand.


The Solution

Independent Communications Review
An informal and free no obligation communications review was arranged which resulted in a site visit to understand the business, its infrastructure and requirements moving forward. A proposal detailing our independent advice, proposed solutions and outlined costs was then drawn up for presentation.

Vodafone One Net Express
In order to increase efficiency we proposed to replace their current mobile solution with Vodafone One Net Express, allowing them to use hunt groups, auto-attendants and call diverts, as well as the ability to append virtual landlines to their mobiles, all within one solution and one simple monthly bill.

In addition we proposed a range of Nokia Lumia (Windows OS) smartphones for the mobile workers, replacing the collection of mismatched handsets currently in use.

Fixed Line Call & Line Rentals
With a modern telephone system and ISDN network already in place meeting all of the I.S. Group’s requirements, it was simply a case of identifying any cost reductions available on line rentals and call rates across our tier 1 carriers, whilst making sure performance and quality were not affected.


The Result

Improved Customer Service & Efficiencies
Vodafone One Net Express has converted the I.S. Group’s mobile solution to a multi-channel service that enables them to be highly responsive and ensures their customers can reach who they need to at the first time of asking through the use of hunt groups, auto-attendant, and also call redirection.

Hunt Groups

Hunt Groups divert calls around a group until they are answered.

Auto attendant

Auto-attendant directs customers to the right part of the business first time.

Redirect

I.S. Group employees can redirect calls from any landline free of charge, so that they are always contactable when away from their desk/office.

Replacing the mobile handsets with Nokia Lumia devices has increased efficiency by allowing staff to easily view and edit office documents, read and respond to emails while away from their desk, and make contact with clients and colleagues quickly with the use of People Hub.

Implementing a single range of handsets across the business on the same operating system has also made managing the mobile solution a much simpler process.

Mobile Cost Reduction
By analysing the I.S. Group’s mobile spend per individual we were able to offer a 13% saving on line rental while at the same time offering all the benefits of the Vodafone One Net Express solution.

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Fixed Line Cost Savings, Maintaining Quality and Improved Customer Service
The fixed line rental and call analysis identified a significant potential cost reduction of 28% against their current solution provided direct through BT.

With assurances this cost reduction would not affect call or reliability levels we migrated the lines immediately improving the day to day communications of the I.S. Group.

With a dedicated account manager and fixed line team now in place any issues are handled by us until they are resolved. This allows the I.S. Group to concentrate on more important matters.

person_icon_white“With the help of Comm-Tech we have got a system that not only directs our increasing number of callers where they need to be quickly and efficiently, but also modern, unified mobile capabilities. Even better we are now saving money on our monthly fixed line bill!”
John Newbury – Purchasing Manager
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Areas of interest:
 Mobiles Fixed line IT Tracking

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