|January 29, 2018||Comments Closed|
Kelly refrigeration and air conditioning are one of Ireland’s most successful refrigeration and air conditioning companies. With offices in Ennis, Co. Clare and Citywest in Dublin they offer service and response times to customers all over Ireland. With this level of service that they offer it requires their phones to be on 24 hours a day, 7 days a week. This means their customers can reach the on-call Kelly RAC technicians directly anytime day and night.
The requirements and communication issues to solve:
On our initial survey and meeting with Terry of Kelly RAC, we discovered that the business like many others throughout Ireland had an existing old analogue PBX installed and the office was served with multiple EIR (previously eircom) ISDN lines.
We firstly carried out a bill analysis on what the business was currently paying EIR on line rental, call costs and other charges. We discovered that we could reduce on-going call costs by 45% and eliminate phone line rental by moving calls from the traditional analogue ISDN lines to a modern-day SIP trunk provider (calls over broadband instead of analogue lines). The existing analogue PBX was installed for 15+ years and had no failover or support and was ready to fail any day.
As Kelly RAC offer on-call service to their clients 24/7, they had a contract service from an external after hours call centre who would take calls on behalf of their business. In the event of an emergency call out from a Kelly RAC client, the call centre agent would call the Kelly RAC on-call technician and request that they respond to their customers call, although this service worked ok. The Kelly RAC team knew they could improve on this and offer their customers a level of service excellence not provided by elsewhere in the refrigeration industry.
After our initial meeting with Kelly RAC, we completed a proposal. We knew that we could make major improvements on the following topics:
Team collaboration using the 3CX mobile application and web conferencing:
Team meetings with the sales and engineering team could now be done on a 3CX web conference from any smartphone or PC, anywhere in the world meaning that engineers and sales rep’s could take part in the meeting from anywhere, saving lengthy trips to the office and valuable time.
The Powerful 3CX switchboard:
3CX includes a powerful switchboard function that can be tailored to the way you want to view and manage your phone calls. With 5 different views to choose from it can cater to any job role.
Integrates with Office 365, Google, Outlook & Others:
Launch calls directly from your CRM package or email. Inbound calls are matched to customers based on the caller ID and logged in your CRM system. Accurate call journaling of inbound and outbound calls with call duration allows you to generate insightful reports on customer and agent activities
SenSys | Smart Network Technology are 3CX Platinum Partners
To find out more about SenSys Technology Voice over IP Telephone system solutions, please visit www.sensys.ie
If you are interested in hearing more talk to our resident 3CX expert, Will Richards:
Freephone: 1800 815 683