When a critical phone system failure threatened the business of Straight Line Fencing,
Background
Our client faced a critical issue when their new VoIP provider failed to deliver, leaving them unable to make or receive phone calls. We quickly built a custom phone system, migrated their long-held number, and implemented advanced features such as call recording and voicemail-to-email integration.
As a result, the client can now manage calls seamlessly in the office and remotely, ensuring business continuity and improved communication efficiency.
Straight Line Fencing Overview
Being the leading fencing and groundwork specialists in West Sussex, Hampshire, and Surrey, Straight Line Fencing rely heavily on phone communication to conduct business, particularly in rural areas where much of their work takes place. Maintaining strong client relationships through personal conversations is crucial for Straight Line Fencing, and the phone is their primary tool for doing so.
Initially, Straight Line Fencing approached us for email migration services. Satisfied with our performance, they soon requested assistance with the technical difficulties they encountered after switching to a new VoIP provider. This led to a partnership that focused on restoring and enhancing their phone system functionality.
Challenges
After switching to a new VoIP provider, Straight Line Fencing found themselves completely cut off from their primary method of communication. Both incoming and outgoing calls were entirely non-functional, leaving the client unable to conduct business via their long-established phone number. This caused immediate disruption, especially as the phone was their key source for new inquiries and customer communication.
Despite numerous attempts to contact the VoIP provider for support, our client experienced a complete lack of communication. Emails went unanswered, and phone support resulted in long hold times, often ending in disconnections or vague promises of follow-up that never materialised. This lack of responsiveness added frustration to an already critical situation.
With no ability to receive or make calls, the client faced a direct hit to their revenue stream. Many customers, particularly those in rural areas, relied heavily on phone communication to place orders and schedule services. Without a functioning phone system, the client not only lost potential new business but also risked damaging relationships with existing customers.
The VoIP provider offered no clear path for escalating the issue. When the client attempted to push for higher-level support, they were met with the same unhelpful responses, and no internal process seemed to exist for dealing with unresolved technical problems. This lack of a structured support system left the client feeling stuck and without options.
Amidst these challenges, the client faced growing concern about the long-term resolution of their phone system issues. There was no guarantee that their decades-old number, a vital business asset, could be recovered if they chose to terminate the provider’s services. This uncertainty created an additional layer of stress, as the client weighed their options without knowing the potential outcomes.
Our client faced a critical issue when their new VoIP provider failed to deliver, leaving them unable to make or receive phone calls. We quickly built a custom phone system, migrated their long-held number, and implemented advanced features such as call recording and voicemail-to-email integration.
As a result, the client can now manage calls seamlessly in the office and remotely, ensuring business continuity and improved communication efficiency.
THE ITERTECH PROCESS
Understand the Challenge
At ITERTECH we take time to understand our clients’ problems and challenges. These are crucial for delivering effective solutions that meets their unique needs and drive successful outcomes.
Build and Implement
Building and implementing a strategy involves developing a comprehensive plan tailored to address specific challenges, followed by executing this plan to achieve a desired outcomes effectively.
Measure Results
Measuring the results involves assessing the effectiveness of implemented strategies through data analysis and key performance indicators, this ensures that objectives are met and metrics are available for continuous improvement.
Our Strategy for Straight Line Fencing
Proposed Solutions
We proposed the following solutions to address the client’s urgent communication needs:
- Provision of a temporary landline number, displayed on their website, to maintain a professional image and forward calls to a mobile number in the office.
- Direct communication with the supplier to resolve technical issues, though this proved challenging due to the supplier’s unresponsiveness.
- Offering guidance to the client on their right to terminate the supplier contract due to breach of service, and guidance on regulatory considerations for retaining their long-held number.
- Offering a feature-rich phone system that included a digital receptionist, call queuing, automated call recording, and voicemail-to-email features, enabling the client to receive calls via office phones, PCs, or mobile devices.
- Offered clear support SLAs and escalation paths for our client to hold us accountable to.
Implementation
Within minutes of the client’s approval, we set up a temporary landline number that forwarded calls to the office mobile, ensuring business continuity while we worked on the long-term solution.
Despite our attempts to liaise with the supplier, emails and calls largely went unanswered.
After consulting legal counsel, the client opted to terminate their contract with the supplier. We leveraged our industry knowledge to retrieve their phone number, completing the transfer within 14 days (due to regulatory compliance restrictions).
In the meantime, we designed and implemented a bespoke phone system tailored to the client’s needs, featuring custom call flows, call queuing, and announcements.
We also provided new office phones and mobile apps for field staff, enhancing overall communication efficiency.
Finally, we took over support for our client’s VoIP issues, providing numbers to call for both in and out-of-hours support where you can always reach a human support expert.
We also provided our client with a Service level agreement, as well as the details of the our escalation and complaints processes so our client would always have someone to turn to for issues.
Excellent Results
- Management was thrilled that the business could resume normal operations.
- The business owner was relieved that customers could now easily contact the company, lifting a significant burden.
- Staff productivity increased, thanks to improved internal and external communication, especially with field workers.
- ITERTECH reduced the client’s phone system costs by 30% compared to their previous supplier.
- The client was able to keep their phone number, an asset they had retained for decades.
- Both management and staff expressed satisfaction with having a responsive and reliable technology provider.
This project was a resounding success.
The temporary solution, allowed the business to remain accessible to customers, while the restoration of their original number further boosted call volumes and business activity.
Within two weeks, Straight Line Fencing transitioned from being unable to take or make phone calls to operating a fully functional and advanced phone system with their original number.
The relief for Straight Line Fencing was echoed by their customers, some of whom had been trying to reach them for weeks.
Recommendations for you
- Switching telecommunications providers can be a complex process. Having an experienced consultant can smooth the transition, though telecom services often take longer to implement due to regulatory requirements.
- Always discuss your options thoroughly with potential suppliers, asking about their experience and the steps involved in the transition.
- If your concerns are not adequately addressed, consider seeking a second opinion from another supplier.
- Higher costs do not always equate to better service.
- Any telecommunications provider should have, at a minimum, an Ofcom Reseller ID (RID) code to ensure compliance with industry regulations.
Client Feedback
“Due to a series of unfortunate events with our IT and phone systems, we had to find a solution ASAP. I contacted ITERTECH, Dan has gone above and beyond with rectifying the long list of issues we had.
Revamped our IT systems and set us up with a phone system that actually works, and works well. Any issue that arose, a quick phone call and the problem was solved there and then. Super friendly, super helpful, super knowledgeable and they don’t flood you with useless information.
They are what you need when you need them. Faultless service and cannot recommend highly enough. Thanks guys.“
Mitch Drennan – Head of Operations