Western Fuel is one of the South West’s leading independent fuel businesses – and they needed a phone system that could keep up with their expanding operation.
Scenario
Western Fuel had previously used a phone system which provided little more than one route to call out and in. As the company grew and their call levels increased, they needed more from their phone system.
Western Fuel wanted a communications system that logged call stats and waiting times. Alongside this, they needed a phone system which would integrate with their CRM package and call their customers directly from the software.
PC Comms knew just what to recommend to suit Western Fuel’s needs – a system that we have deployed to numerous customers.
“PC Comms supplied a solution which does so much more than we ever dreamed we could get from a phone system – and at an affordable price.” –Western Fuel
Steps taken
There are two major steps to installing a new phone system.
The first is carefully timing the switch from the old system to the new. We manage this process from start to finish, ensuring that phone downtime for Western Fuel was kept to an absolute minimum.
The second key step is ensuring that all users are comfortable using the new system right from the start. We quietly deploy the new phone software in the background before the live date, and setup the physical phones to be on every users desk, ready to use.
“PC Comms explained the phone system transfer thoroughly, so we were all aware of how to use it before it had even gone live.” –Western Fuel
Our clear communication with Western Fuel during the whole process ensured they knew what to expect and when.
The call stats, which were previously inaccessible, are now used to keep call waiting times to a minimum, and provide Western Fuel with useful KPIs. We have also helped Western Fuel operate more efficiently: integrating the new phone system with their CRM package helps save every staff member valuable time on a daily basis.
“With the incredibly detailed call stats the phone system provides, our staff are able to maintain our high levels of customer service.” –Western Fuel
Western Fuel are now using a more informative, integrated phone system at a cost-effective rate, saving them time and money – and the whole process was pain-free.
What Western Fuel say
"Our new phone system from PC Comms has revolutionised the way our business operates. The minimal questions we had once we went live were answered swiftly by the support team, in a jargon free manor."
