Redline Telecom, 13 Commercial Road, Hereford HR1 2BB

Tel: +44 (0) 1432 367188

[email protected]

RSS AC are a leading supplier and installer of refrigeration, air conditioning and ventilation solutions throughout Herefordshire and the surrounding areas. Having been established for over 14 years, John and his team of professionally trained engineers have built-up a great reputation for the service they provide to both domestic and commercial customers with expert ongoing support & maintenance.

https://www.rssac.co.uk/

The Issue?

After being a long-term mobile customer of Redline, John contacted the team to help provide an update to their existing on-premise telephone system. Their existing system was running over ISDN2 digital phonelines which are due to be phased out in 2025 and offered limited flexibility with call routing options which the company wanted to improve upon in order to offer a more streamlined service for their out of hours support service.

The company also had a number of virtual geographic numbers set-up for their sister company, Air Comfort Ltd, in order to provide a quick, direct response to various customers. However, they were being charged a pence per minute rate for all their inbound calls making it quite a costly service for RSS AC. Finally, RSS AC were also paying an expensive monthly subscription for a music-on-hold service to help keep their customers updated about their latest offers and industry news.

The Response

A full site survey was completed in order to review the existing set-up and cabling to help decide on the best route forward. This gave the team a great opportunity to speak to John further about RSS AC’s requirements and understand how important it was to the company to provide their customers with a quick and flexible process to speak to their customers outside office hours. Having established that they already had great connectivity in place within their premises it became clear that a cloud phone system would easily give John and his team the flexibility and range of features they needed.

The Solution

The Redline team installed a new cloud phone system using the existing on-site data cabling and connectivity, making for a quick and simple installation with no downtime for RSS AC. The virtual geographic numbers were all ported onto the iPECS Cloud platform meaning RSS AC would no longer have to endure any inbound call costs. We also managed to upload their existing music-on-hold recordings onto the system to help consolidate everything and get rid of their expensive monthly subscription charges.

A switchboard was then set-up for any calls outside office hours giving customers the opportunity to either leave a message or speak to the company’s support team for an emergency. We then set-up the iPECS Cloud mobile app for John & his team so all these calls could easily be routed through to them whilst at home or on the road with full call reporting & recording functionality.

 

  • Ericsson LG iPECS Cloud hosted VOIP system
  • Mobile application set-up allowing remote staff to make/receive calls over the system through their mobile
  • Out of hours switchboard & call routing service
  • Inclusive call package & retention of existing numbers
  • DrayTek router upgrade to allow for a 4G mobile broadband failover solution
  • Music on-hold

My main focus for this project was to improve the call handling experience that we offer our service customers when they require out of hours support. Our new cloud system has enabled us to give them a straightforward service and ensure their calls are dealt with as quickly as possible. The iPECS Cloud mobile app has been brilliant for myself when I’ve needed to make & receive calls at home via the system. The inclusive calls also mean I’m no longer being charged for any inbound or outbound calls so I have a fixed cost every month.

John Davies – Managing Director

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