Case Studies

Pack Smart Become Phone Smart With the Help of HBT!

pack smart logo

The Problem

Pack Smart Ltd is a dynamic company based in Kenilworth, Warwickshire providing fulfilment solutions to businesses across the UK. The phone system they had had installed was only 4 years old, but had failed to live up to the expectations promised by the supplier. They were unable to forward or even transfer calls, so during busy periods when the team were all busy in the warehouse, calls to the office were often missed and potential business opportunities lost. When Pack Smart approached the Telecoms supplier to resolve issues and improve the service, numerous barriers were put in place, including extra costs.

After putting up with an inadequate phone system for 4 years, the business had reached the end of its tether and decided to shop around for an alternative Telecoms supplier, Director Seánna Holland had heard good things about HBT Communications and invited them to tender for the project, along with other communication providers. HBT was successful with its proposal and Seánna explains how they reached the decision, “From the minute we contacted HBT we were impressed with their professionalism and how approachable they were. The sales guy we dealt with, Chris Whelan, couldn’t have been more helpful and he made sure he fully understood our requirements. He was shocked by the level of service we had been receiving and resolved to deliver a solution that would be perfect for the needs of our business, both today and into the future.”

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One Location One Office – Effective Anytime, Anyplace, Any device

RED logo

The Problem

RED is the largest global staffing agency totally focused on the SAP (System Application Products) eco-system. RED helps SAP end user clients and partners engage the best permanent and contract SAP professionals.

 

RED relies on being able to communicate efficiently with its offices across the world and easily stay in contact with its massive network of SAP professionals. In 2012 RED decided it needed to review its telephone system to ensure it would support the growing demands of the business both today and in the future.

 

RED approached HBT with a request for help to streamline their communications to become more efficient; with a goal to free up more time to get on with daily tasks and improve customer service.

RED had already invested in Swyx, a unified communication solution, which was working well, but they felt with the right support improvements could be made.

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Logistics Company and HBT Working Together for the Long Haul

Neely Transport

The Problem

Neely Transport was established in 1993 as a one-man band and has since grown into a thriving logistics business with customers across the UK. As part of its expansion programme in 2005, Neely Transport moved to bigger premises and needed to source a reliable Telecoms company to design and install a new telephone system. HBT Communications was recommended to them.

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HBT Communications Helps Logistics Firm Drive Down Costs and Improve Reliability

orchid transport logo

The Problem

Orchid Transport is a logistics company established in 1988 with a Head Office trading out of Honiley in Warwickshire. The business specialises in full load container haulage from Southampton and Felixstowe to the Midlands, and are developing services from London Gateway and Tilbury in conjunction with its Felixstowe operation. In addition to port transport services, the company has a fleet of localised vehicles to support customers who use the rail network into the West Midlands and Leeds/Wakefield rail centres.

The business has been successful with significant growth since its inception in 1988. As with any business enjoying growth, there are challenges to be faced which includes IT and Telecoms requirements. For Orchid Transport the particular challenges it faced was a phone line struggling to cope with extended capacity and the overall reliability of the phone system.

In 2002 HBT was approached to help make improvements.

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HBT Step in to Rescue Estate Agent from Faulty Phone System and Cuts Phone Bills by 60%

merrick binch

The Problem

Merrick Binch is a busy Estate Agency in Coventry. Established in 2009 by Trevor Binch and Claire Merrick, the business has now grown and employs a large team.

Back in 2009 when the business was launched, BT was instructed to install 2 telephone lines and at the time this was an ideal solution. However the business soon grew and 2 phone lines were no longer sufficient. A local Telecoms company came in to provide advice on upgrading to a more flexible system and they recommended moving to  a hosted phone system, which was installed and initially this worked well until the team grew even further to  10+ members of staff.

This is when the problems started, the most challenging one being the fact that phone calls were cut off after exactly 5 minutes for no apparent reason.

MD Trevor Binch explains, “Initially we were happy with the phone system and it seemed to solve all our problems, however it soon started to create an even great problem, with phone calls being cut off.

The Telecoms Company we were dealing with at the time denied there was a problem, but we carried out our own tests which proved this problem existed. We were losing business as potential vendors became frustrated when calls were ended so abruptly and it also restricted our sales process and impacted negotiations.

I like to remain loyal to my suppliers, but not when their level of service starts to affect my business. That’s when we were introduced to HBT”

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School Improves Call Handling by Switching to Swyx with HBT

Swyx Image

The Problem

Established in 1930’s in Great Barr, Birmingham, Perry Beeches School was rebuilt in the 1990’s and is listed as one of the City’s Iconic Buildings. With 920 pupils and 140 staff, the school gained technology status in 2004 enabling them to equip themselves with the most up to date equipment available. With six dedicated ICT rooms all pupils have access to the school computer network. The school boasts a wide range of facilities and credits some of its successes to having excellent communication systems with parents. Perry Beeches is proud to regard itself as ‘The Most Improved School Ever!’ They needed to look at reducing the high mobile phone call charges and make staff more accessible to parents. With an estimated 50 to 60 calls from parents to teaching staff every day, managing communications can be a logistical nightmare. It was sometimes difficult for parents to reach teachers because they are teaching. This means that in many cases teachers have to call parents back and they are typically given a mobile number which can lead to spiralling phone bills. With an ageing phone system that was beginning to become unreliable the problem was magnified because sometimes relaying of messages from the receptionist were delayed or simply didn’t get passed on to teachers causing frustration for parents who then had to call again

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HBT Helps Sport Centre Creates Virtual Network Between its Sites

women with weight

The Problem

The Coventry Sports Foundation, is a charitable trust that was started in the mid-eighties by ex-world record 5000m runner David Moorcroft. The Foundation was established with a mission to provide a wide range of sporting, recreational, educational, and social activities to underrepresented, and disadvantaged community groups and individuals within Coventry. The Foundation has three sports centres; The Midland Sports Centre, Centre AT7 and The Alan Higgs Centre, all of which are located in the Coventry area, and together employ around 175 staff.

The Foundation offers a diverse range of sports and recreational facilities. Outdoor activities include, kayaking and orienteering whilst traditional indoor pursuits encompass a gymnastics facility and other general fitness activities. The Foundation also has a thriving lifestyle health & fitness programme that is available to its customers via its various membership schemes. As with many leisure centres the biggest challenge facing staff on a daily basis is ensuring that the telephone bookings are processed efficiently whilst at the same time ensuring that there are no queues in the reception areas. Chief Executive at the Foundation, Paul Breed describes the problem, “Receptions at leisure centres are very busy places, the staff have to manage a constant stream of visitors, plus answer the phone and take bookings. This can be a major headache at the best of times, but when you have to manage facilities distributed across three centres it can often result in missed bookings, unhappy customers and lost revenue. For example if 20 ladies turn-up for an aerobics class, whilst at the same time several people are calling to book badminton courts or other facilities, then either the phone doesn’t get answered and we lose the booking, or the ladies are left waiting at reception. This was a key issue for us. I would regularly walk past our reception areas and hear the phone constantly ringing. However we recognised that the main problem was not with our staff, but with our incumbent telephone system, it was not flexible enough to provide a ‘real-time’ centralised booking system. The old system was very cumbersome and inflexible. If all three of our consultants were busy then any incoming call – a new membership enquiry for example -would be lost. Another issue was cost, our management team and staff were distributed over the three centres and 70% of each centre’s outbound calls are to the other centres resulting in unnecessarily high telephone bills. What we needed was a centralised, integrated solution so that all of the centres were part of the same telephone system, so that calls between sites were free and bookings could be processed via a single number.”

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Historic Manufacturer Uses Latest Technology to Improve Call Handling

Swyx Image

The Problem

Established in 1867 by the Great, Great, Grandfather of the current Managing Director Ben Burbidge, Burbidge & Son Ltd boasts a rich legacy in woodworking and is one of Coventry’s oldest and highly respected businesses. Originally a manufacturer of wood turned sports equipment such as cricket stumps and croquet mallets, the company expanded in 1900, to supply a wide variety of wooden products for both textile and engineering applications. In 1973, Burbidge began to develop its own kitchen product range. Soon the company name became synonymous with both excellent product design and an uncompromising stance on quality. Burbidge kitchen furniture is a high quality product, designed and produced using superior materials and intended to provide many years of daily use. The company also has a sister company, The Kitchen Furniture Co. that designs and   manufactures a range of beautifully designed tables, chairs and bar stools, designed to complement a Burbidge kitchen. With 70 employees, the company has two sites in the City including a sales office, a call centre and a manufacturing plant. Burbidge needed to replace their existing phone system with a more modern alternative as it had come to end of natural life.

IT Manager at Burbidge, Graham Heaven explains, “We used to have an Index system, but eventually it came to the end of its natural life. We couldn’t source hardware parts and it was also becoming expensive to maintain. As we are very much an IT orientated business, we saw this as an opportunity to have a good look at the new offerings on the market, including VoIP and Unified Communications solutions. We looked at many different products including more traditional solutions that would be a like-for-like swap of the Index system. We weren’t keen to implement another box on the wall type product. Instead, we wanted to take advantage of new features that were available with more modern solutions.

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Solicitors Upgrade Phone System to Address Missed Calls and Missed Revenue

The Problem

Brindley Twist Tafft & James (BTTJ) with offices in Birmingham and Coventry is a long established Solicitors’ practice. The company is committed to providing a comprehensive range of legal services to individuals and businesses which are efficient, effective and affordable. BTTJ provides its clients with a high quality legal service and makes a considerable investment on training staff to ensure that it is constantly setting the pace in client care. The existing phone system was coming to the end of its lease, and because they’d had it for over five years it was unable to cope with the increased volume of calls they were now receiving, typically 300-400 per day. This meant we were potentially missing between 15-20 client calls every week. In addition, the company lacked other functionality such as Auto Attendant, ability to route calls between the different sites or transfer directly to fee-earners.

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