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Insurance Company Improves Customer Service with New Phone System

Office Move Prompts New Phone System to Support Growing Business
9th December 2018
HBT Communications Helps Logistics Firm Drive Down Costs and Improve Reliability
9th December 2018

The Problem

Irvine Commercial, based south of Coventry is a specialist insurance broker advising on a range of cover for businesses. The move to new offices prompted them to review their existing system and whether they needed to replace it or take it with them. Although it had served them well and it was reliable, they asked their telephony partner HBT for their advice on what they felt would be the best solution to support the needs of the business, both now and in the future.

In Summary

If your business is looking to install a new phone system, dealing with high call volumes and giving excellent customer service then look at Swyx.

Summary of key benefits:

  • Ability for flexible/remote working
  • Compliance – includes call recording
  • Easy to access voice mails
  • Scalable for growth – to expand number of users you simply purchase a software licence
  • Flexibility
  • Supports high customer service levels
  • f system – can adapt to changing needs and integrate with other applications across the business as required
  • To find out more about ­­­­­­Swyx software-based phone system and how it will improve your business communication, call us today on 024 7686 7400

The Solution

After reviewing the business requirements, HBT recommended Swyx, a software-based unified communications solution. A Swyx system provided Irvine Commercial with a flexible telecoms system with functionality to improve business processes.

HBT was responsible for installing the new phone system including all the cabling, necessary hardware and call routing. From day one Irvine were extremely pleased with how easy the Swyx system was to use. They have between 900 and 1,000 loyal customers and it is vital to always be available for them, whether in or out of the office. With Swyx’s call routing, initially set up by HBT, calls can easily be diverted and staff are able to make instant changes simply themselves as and when they find themselves off site.

When a call comes in the system (synced with the contact database) identifies and a screen pops up the caller’s details and automatically diverts them to the most appropriate member of the team. Irvines’ business relies heavily on forging strong relationships with their customers, so the communications system plays an essential part in this process, together with face-to-face contact. If a member of staff is not available, then the caller has the option to leave a message which is saved as a WAV file and sent as an email to the recipient, so they can listen to it wherever they are, via a smartphone or in the office.


Having known HBT for over 20 years and with the added confidence that they truly understand how a business like ours operates, we were pleased to accept their recommendation that a software-based unified communications would provide us with greater flexibility and enable us to provide higher levels of ‘hands-on’ service. Communication is critical for us as a business, as it plays a pivotal role in supporting and securing the loyalty of our long-term customer base.

On the new solution,

With the new unified communications solution we are always accessible to customers wherever we are and has the flexibility to grow with us as we plan to double the size of the business over the coming years.


We know we can rely on HBT. They are well-established, local company with real people who we know we can trust to understand our needs, plus we have the added reassurance that any support, issues we may have will be responded to promptly. Like our own business, HBT shares the same philosophy that communication is the secret to any lasting relationship.

Matthew Finch, Managing Director Irvine Commercial