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Case Study: Superior Garden Buildings – Hosted Telephone System

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The Challenge

Norwich based company Superior Garden Buildings approached us in search of an independent review on their communications infrastructure to ensure they maintained ‘The Superior Garden Buildings Promise’ of:

  • Quality that you can trust
  • Customer care and after care second to none
  • ‘No obligation’ price freezing for up to 6 months
  • Fully refundable deposits
  • Home and site visits
  • Lowest prices guaranteed

With a growing business selling high quality summer houses, offices, sheds, lodges, garden furniture and much more, it was paramount the increased demand did not affect the companies high standards of customer service.

The hosted telephony solution would also have to be installed within a tight time frame as Superior Garden Buildings had a advertising campaign going into the local press. A solution needed to be in place by a set date to cope with the increase in demand, enquiries and call volumes.

Original Communications Infrastructure

Superior Garden Buildings original fixed line communications solution consisted of a single analogue line with 2 DECT (Digital Enhanced Cordless Telecommunications) handsets.

The cordless handsets may have enabled employees to walk around the premises to take a call (signal permitted), but the single analogue line only enabled the company to make or receive one call at a time, impacting customer service and the efficiencies of the business.


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 and infrastructure, followed by a proposal detailing our independent advice, proposed solution and outlined costs.

New Hosted Telephony Solution

Superior Garden Buildings instantly saw the benefits of moving to a hosted telephony solution and the full installation and migration was carried out seamlessly, with a demo provided on how to use the new system.

The hosted solution meant that all calls were now being passed via a dedicated data circuit and the new set up consisted of two Desk Handsets in the office and one DECT phone that employees could use around the site.

The hosted solution gave Superior Garden Buildings the ability to:

  • Make and receive calls across all three handsets at the same time, rather than only being able to make or receive one call at a time on the old analogue set up
  • Introduce hunt groups which enables all three devices to ring at once or in a sequence to ensure all calls are heard and answered
  • Voicemail with voicemail to email functionality for out of hours or unanswered calls
  • Time or routing to divert calls to different numbers or voicemails during certain hours of the day

The Result
As a growing business Superior Garden Buildings are now able to:

  • Deal with the increase in customer calls resulting in new business and increased sales volume
  • Significantly reduce the risk of unanswered calls which improves customer service and limits lost business
  • Make calls simultaneously out of the business without having to wait for a free line resulting in improved efficiencies
  • Ensure the customer can make contact or leave a message at the first attempt with the addition of hunt groups and time of day routing, to ensure the high customer service levels are maintained.
  • Add additional hardware as the business grows to accommodate new staff and extra call volumes
  • Generate significant return on investment and competitive edge
person_icon_white“It takes a lot to impress me in business these days but Comm-Tech have put my faith back into customer service. The cloud based telephone system has quite literally transformed my business overnight, increasing call volume exponentially and in turn sales volume. The quality of service, equipment and after care has been outstanding. I would recommend Comm-Tech to any business needing to take things to the next level.”
Darren Mellor - Proprietor, Superior Garden Buildings

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Areas of interest:
 Mobiles Fixed line IT Tracking

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