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.”
HBT spent time understanding how the business operated on a day to day basis, assessing all the functionality the phone system needed to deliver. With staff located in the office, in the warehouse and remotely, the priority was to be enable the team to handle calls efficiently and smoothly wherever they were working. HBT advised installing a Panasonic NS700 System; a compact hybrid communication platform designed to enhance communications and productivity for small- to medium-sized businesses.
Once the proposal was agreed, Pack Smart took the decision to end its current phone early so the benefits of the new system could be enjoyed as soon as possible. Seánna Holland continues, “The smooth sales process continued through to the installation. We were up and running quickly and with minimum disruption to the business. Our numbers were ported across without any issues and when the engineer, Irfan was on-site, we hardly noticed he was there! Before leaving, Irfan spent time with us to ensure we were trained on the new equipment and was happy to answer any questions we had. We did encounter a couple of small glitches in the early days, but these were resolved promptly.”
HBT prides itself on taking the time to listen and understand how your business operates and how it needs to communicate with both staff and customers; we probe and ask questions to ensure nothing is over-looked. Pack Smart’s old phone system was debilitating and the business case for upgrading, even taking into account the cost to break contract, made it an easy decision for the Directors to make.
Alongside the extra functionality, the new system also gives Packsmart free UK national and local calls, including to UK mobiles.
“From the minute we contacted HBT, we have been impressed with their professional attitude and the level of service they have committed to and delivered. After being let down by our previous supplier it has been a breath of fresh air to deal with a company who delivers what they promise. I would have no hesitation in recommending HBT Communications”
Seánna Holland, Director at Pack Smart Ltd