Case Studies

Nuage Phone System Boosts Food Supplement Manufacturer

premier health logo

The Problem

Premier Health Products Ltd is a thriving food supplement manufacturer, supplying both the UK and global markets. Established in 1989, it remains a family-owned business with an emphasis on producing high quality supplements alongside excellent customer service.

Premier Health’s phone system is at the heart of the organisation. It is a PBX telephone system, which has been completely operated and managed in-house at Premier Health’s facility in Coventry. Over the past 3 years the business has grown significantly and finding the time and the resource to manage the phone system has become a challenge.

In addition, credit card payments are taken over the phone and to adhere to PCI compliance regulations, the payment gateway was outsourced to a compliant call centre. However, this arrangement meant that Premier Health still fell under the scope of PCI compliance and so they wanted a new phone system which would take complete care of the PCI requirements and the responsibility away from the business.

Simon Petros, Director at Premier Health, decided it was time to streamline the phone system and contacted Chris Whelan, their Account Manager at HBT.

Simon explains, “I knew we could be doing things better and so I turned to Chris for advice. Since we first started working with HBT in 2015, we have found Chris’ attitude so refreshing. He is completely up front with his advice and tells us how it is; giving complete transparency in what we are signing up to. He knows and understands our business. I trust his advice completely.”

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New Phone System Helps Engineering Company Go That Extra Mile

Sentridge Control

The Problem

Sentridge Control has been providing automation and control solutions to businesses across the Midlands for over 30 years.

Founded in Coventry in 1986 to serve a booming local manufacturing market, Sentridge now has a regional office in Stoke-on-Trent. The business’ motto is Serious About Service, and communicating with customers and team members is a crucial part of delivering to the high standards the company expects.

Sentridge has been working with HBT Communications for over 20 years and has a strong relationship.

When Sentridge was looking to review its current system, their Account Manager, René Wheeler suggested they look at a hosted model due to the enhanced features and the cost savings to the business.

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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 Sports Centre Create 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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