Barton On Sea Golf Club
Providing members with strong connectivity
Barton on Sea Golf Club is a prestigious green based in Hampshire. Due to it’s envious scenic but rural location, Barton was finding it a challenge to give members access to reliable WiFi and phone coverage.
Barton On Sea Golf Club is one of the best in the country, it has a loyal and exclusive membership of over 400 players and boasts spectacular views of the Needles on the Isle of Wight. This geographical location however didn’t help its internet and phone connections which were sketchy. The Club needed a new wireless solution so that members could book into competitions online when they arrived.
Alongside new WiFi, Barton needed a phone system that matched the quality of the course. Large call volumes were experienced at the beginning of the day as members called to check course conditions. The limited capacity of the phone lines, resulted in most members being welcomed with just an engaged tone.
As a priority, F One installed a direct fibre line to instantly boost internet capacity. With this new generous bandwidth, a Mesh Network was created with state-of-the-art Ubiquity WiFi access points. Overlaid on this WiFi network is a new Guest Network which now provides safe, secure and controlled WiFi access to customers throughout the Clubhouse, Pro Shop and social spaces inside and outside.
As the Club now connects to fibre, it’s replaced its previous numerous bolt-on phone and internet services with a new single communications platform hosted in the Cloud. This new Cloud technology has enabled the Club to install a phone system that has endless capacity and new features such as call queue management and the ability to play promotional messages to those on hold.
Barton’s new system means that they can now provide their members with the best all-round golfing experience.
“I just wish we’d made these changes sooner.”
“We kind of knew our phone system could be better and thought that there must be something we could do to improve the internet signal. We really appreciated the way the guys have helped us so we can now offer an improved service to members.”
Tony Milner General Manager
Regency Care Home
Making it a better place to work and live
Regency Care Home, based in a former grand home in Hampshire, has 20 rooms for residents and needed a new phone and internet solution to cope with its growing needs. The solution needed to be workable in an old building and at scale.
Due to the age and size of the building, phone coverage and internet connectivity was unreliable at best. The team at Regency wanted to make sure that staff and residents could always have the ability to communicate quickly and safely.
Care home processes are becoming more internet based and residents increasingly expect direct access to the web for staying in touch with family and for streaming services. Regency needed a new communications system to provide staff and residents with ample capacity but with all the necessary stringent safety features.
F One connected Regency to a G.Fast internet connection, which straightaway flooded its network with fresh capacity. Once in the building, bandwidth was routed throughout the home using leading-edge Ubiquity WiFi access points. These access points now carry a consistent stream of connectivity into every room. Staff can now safely rely on their online systems when accessing and updating patient records.
This new more comprehensive solution has been installed wirelessly, so little need for hardwiring and no disruption to the care home’s operations.
This new cutting-edge yet intuitive technology has made it easy for some residents to have their own personal in-room phones, without impacting on the main business phone line.
“This new system has made our jobs much easier. The clinical team can spend more time with residents instead of battling with technology. Sam and the other guys from F One, made it all look very simple.”
Sen Bungaroo Care Home Owner
“It’s been great to seeing our residents keeping in touch more with their families.”
Putting the smile back on customers faces
Oracare is an exclusive Kensington based NHS and private dental practice who sought assistance from F One with managing their fluctuating call volumes with the aim of improving customer experience.
Oracare not only offers NHS services, but also specialises in cosmetic dentistry and facial aesthetics. Oracare’s very select customer base means that it must always be providing the highest levels of customer service.
The first challenge F One needed to solve was the huge influx of calls received at the start of every day. Nearly half of the day’s calls were received in the first hour of business. The reception team could not answer every call or have any way of knowing the scale of the problem or indeed who had called.
The second issue was the constant engaged tone that those early callers received. Customers were not being kept informed of wait times, practice hours or of the other products and services available to them.
A new NEC Cloud Phone System was recommended to Oracare which came complete with a set of features that would solve all of their issues.
This new Cloud system features clever call queuing software which makes sure calls are answered in the order they’ve been made. Call routing features allows callers to get the right person quicker. The reception team are now using compatible noise cancelling wireless headsets so they can take calls whilst performing other tasks.
When in the queue to reach reception, new marketing on hold messages now greet customers providing useful information about other services.
Call reporting modules now give the practice manager the ability to see live call volumes. Throughout the day, those callers who abandoned their efforts in the morning can now be identified and called back.
A real bonus for the team at Oracare has been the call recording function; it’s been invaluable in providing the team with examples for training, helping them to fine tune their service.
“Having a decent phone system has really taken the pressure off our reception team.”
“Our new phones are so easy to use. All of us really do use most of the features, because they genuinely do make our jobs much easier. Mornings have been a lot less hectic since we got up and running.”
Dr Marwa Al-Awqati Principal Dentist and Practice Owner
Stanford Estate Agents
Facilitating collaboration between branches
This Hampshire based estate agency needed more efficient collaboration between its different office locations. In a highly competitive market, Stanford seeks every possible way to find an edge.
In the fast-paced world of real estate, Stanford wanted to ensure that it was optimising all of its business processes to maximise every possible sales opportunity.
For customers, the process of buying and selling their home can be emotional, the value of each sale is significant and so the ability to provide outstanding customer service is crucial. It’s imperative that no calls are missed; it’s very easy for customers to move their business elsewhere.
To make sure that all calls are captured, Stanford needed to be able to utilise staff from across their different branches in a way that is seamless for the customer.
A whole range of tools were implemented so that the team at Stanford can now answer every call. Staff use the Mobile App which allows them to make and receive calls through the main office phone system. When using the App the main business number is displayed and not the employees personal mobile number, which is much less confusing for customers.
Clever call routing has been established so that if one branch is busy, another can pick up the call. Colleagues can now see each other’s availability status and meeting schedules preventing lots of ringing around or asking customers to call back later.
New call reporting features give Stanford the full picture of all of their call data, including calls made and received via the Mobile Apps. This new insight has led to more transparency around performance.
New professional on hold messaging is now played when customers call through, giving Stanford a chance to promote their other complementary services and well-earned accolades.
“I have recently had a telephone system installed across our 3 offices by F One and have to say the service and set up has been exceptional. Initially dealing with Alex Viola at sale stage right through to Andy who has been dealing with any ongoing maintenance of our system has exceeded my expectations, not to mention the savings we now enjoy going forward. I cannot recommend F One highly enough.”
Nicholas Stanford Managing Director
“It feels great knowing that we’re no longer missing opportunities.”
Helping to capture every detail
Pirtek has over 170 franchises across Europe and specialises in hydraulic solutions and on site repairs. Their Hampshire depots needed a phone system to help them capture key details from calls and improve connectivity for their workforce.
Pirtek centres across the South Coast hold contracts with global shipping and industrial firms. This international customer base can sometimes mean critical information is lost in translation. For some businesses, this isn’t the end of the world, but in these industries huge sums are of money are at stake. A new solution was required to help them avoid costly mistakes, a solution that gives customers confidence that their order will meet their exact specifications.
Pirtek also wanted to improve communication for staff. Engineers were deployed to various locations but needed to remain contactable for other customers. In the large depots, staff were struggling to connect their phones in certain areas causing huge frustrations for customers and staff.
F One provided Pirtek with an NEC solution that came with a wide range of standard features. Compatible NEC cordless handsets complement the system, giving staff connectivity over much greater distances within their depot.
An advanced ‘One Touch’ Call Recording solution was also deployed, so staff can record calls at the push of a button. Each recording can be recalled easily helping to clarify order details and if required sent as a file to customers as confirmation.
Pirtek engineers now benefit from F One business mobiles, allowing them to share data with colleagues and enjoy flexible contracts. Engineers have downloaded the F One Mobile App, so they can now access all of the features available on their main office phone system such as accessing the company directory.
“Call recording takes out all of the worry of dealing with big orders.”
“We have often struggled with staying connected to our customers on the go, but were concerned by the cost of a new business phone system. In the end, the benefits have far outweighed the costs.”
Kieron Sullivan Managing Director
The Carisbrooke Vets
Providing a clearer picture of performance
Carisbrooke Vets has many practices across the Isle of Wight; they were struggling to get to the bottom of customer service issues, specifically handling large call volumes in the morning.
Carisbrooke had an outdated BT phone system that could only facilitate the basic functions of making, receiving and transferring calls. The veterinary practice was experiencing problems with customer service, receiving feedback that it was extremely difficult to get through to speak to someone.
Carisbrooke didn’t know what was causing connectivity issues and the changeable opening hours across their practices was making it difficult to tackle the problem.
A new Cloud phone system was implemented initially to give Carisbrooke the ability to queue calls and gain visibility of call volumes. It was then discovered that 14,000 calls were being made to the practice each month. Previously the majority of these calls would have been met with an engaged tone. With this knowledge, the team could clearly see the scale of the problem and take action.
The auto attendant feature now routes calls to the relevant person immediately and on hold marketing messages inform callers of other ways they can make an appointment or get in touch. Abandoned calls can now be identified and the reception team can provide a call back service throughout the day.
As well as making the most of new standard features, the team at Carisbrooke are now using the more advanced tools to help improve productivity. Island-wide team meetings can now take place via the conference call function and the video conferencing and screen sharing features are being used to help improve knowledge sharing across the practices.
“We really had no idea how out of date our phone system was and we would have upgraded it much sooner if we had also known how simple it would be to do so.”
Sharon Packer Group Practice Manager
“We’re much better equipped now to help our customers.”
Peak Development Ltd
The flexibility to respond to new working practices
Peak Development is a Southampton based specialist distributor of digital devices and services. The COVID pandemic changed the way they needed to do business, which meant a new communications system was needed and fast.
As Peak was predominantly an online business, a phone system with an abundance of features was not previously required. However, due to the market uncertainty caused by the 2020 pandemic, performing online transactions was no longer as straightforward and extra customer support was essential.
To add complexity to the equation the Peak team needed to be able support staff working from home, which gave them less control over customer service. Peak needed a system that made it easy for staff to communicate with customers but could still give managers a view of performance.
F One utilised a direct fibre connection to deploy a new Cloud-based system within a couple of days. This Cloud technology allows staff to utilise their office phones via their home WiFi networks. By giving staff access to the features available on their office phones mean that they can continue to view colleague’s availability, transfer calls, use on-hold and dial out from the main business phone number instead of using personal mobiles.
Using the call reporting feature, Managers can view specific call data, giving them peace of mind knowing that customer service standards are being met.
“We had to make sure we could carry on helping customers with their order enquiries, luckily F One had us up and running in no time.”
“The whole solution really has made a big difference to us here at Peak and I can assure you I will be singing your praises to absolutely everybody that we come across considering updating their phones.”
Moira Ackhurst General Manager
If some of these case studies resonate with you, why not give us a call? We’d love to hear from you and start a lasting partnership with your business.