Essex Timber & Plywood are a leading provider of construction & home improvement products based in Leigh-on-Sea, Essex. Their knowledgeable team provide high-quality customer service to a diverse clientele. Trusted by top developers, builders, local tradespeople and DIY enthusiasts, Essex Timber & Plywood needed a communications system to match the demanding needs of their business.
Essex Timber & Plywood had grown increasingly frustrated with their previous service provider for several reasons. They experienced a lack of good customer service, numerous faults with their phones, and a significant amount of downtime resulting in no telephone communications for several days, causing loss of revenue. To make things worse, they had little proactive assistance from their provider.
Not only did the company face these trying issues with their communications, but their payment system was also affected. Being on the same internet connection as voice was problematic and caused the payment system to regularly crash. The effect of this was the business being unable to take payments, affecting their business and their customer’s experience.
Understandably, they needed a resolution and a communications platform they could rely on. Essex Timber & Plywood made the decision to switch to a trusted and recommended provider, so they came to the Network Communications Group.
When Essex Timber & Plywood approached Netcomms, we were confident we could provide them with the support and services they required.
Through listening to their challenges and consulting with them to gather a full understanding of their business, we quickly established that both voice and data needed to be hosted on a different internet connection to the payment system. By routing voice traffic through a separate internet connection, we could guarantee call quality while there would be no disruption to the payment system.
Service, support, and solutions
After understanding Essex Timber’s full requirements, we presented them with our recommendations detailing the solutions and services that would suit their communications requirements.
The solution we provided was an Ericsson LG Cloud Communications Platform, inclusive of five 1040i handsets, and an iPECS One license to enable the ability to work from anywhere.
The 1040i handsets provide Essex Timber with a range of capabilities and features including 24 programmable keys, a 3.5” colour display giving quick and easy access to contacts, HD audio handset and speaker, dual Gigabit Ethernet ports and a USB port for charging devices.
Included in their package was three months call recording storage. This additional feature allows them to analyse the way they manage calls, train staff by examining difficult calls and use the recordings to not only improve their teams’ skills but ultimately enhance customer experience.
To support the full functionality of their new cloud communication system, we installed two SOGEA connections. These connections not only meet the needs of their voice, data, and payment system but it’s a future-proof technology, ready for the 2025 copper switch off. Being fully adaptable, Essex Timber can easily consolidate the two SOGEA connections into one leased line in the future if required.
To ensure Essex Timber & Plywood’s team were confident with their new solution, we provided admin training as well as video tutorials and user guides which are also available on our website. In addition, with our dedicated team only a phone call away, Essex Timber trust that Netcomms are there to provide the service and support they need when they need it.
It was a pleasure working with Essex Timber & Plywood, providing them with solutions that not only work for them now but can grow with their needs in the future.
As always, we welcome feedback from our customers, Essex Timber & Plywood shared their experience of working with Netcomms.
“Communication and advice is always precise, easy to understand yet detailed. Netcomms give prompt responses and are always happy to help with the simplest of things and the easiest of questions.
“Migrating from another provider can always be a stressful experience especially when you haven’t received the service from them in the past, however Netcomms were really helpful in liaising with the current provider to ensure all services were migrated as quickly as possible with minimal downtime, although this wasn’t seamless, Netcomms were always on hand to assist and push for any information needed. We’re pleased that the telecoms system works and is easy to use. We can fully trust Netcomms.” Director of Essex Timber & Plywood.