CASE STUDY – F.P HURLEY & SONS
MULTI SITE INTEGRATION TO IMPROVE CUSTOMER SERVICE RESPONSE HANDLING
About
F P Hurley and Sons Ltd is a family run building services company, founded in 1949 by Frank P Hurley, together with his sons Leonard and Malcolm.
The company originally operated from a small site in Ewenny, before moving to the Bridgend Industrial Estate in the mid-1950s.
F P Hurley has continued to consolidate its position at Bridgend, but as the business has grown, two additional offices have opened, one at Crosshands during the 1980s and more recently at Bristol.
Since 1999, the company has been managed by Phillip J Hurley, grandson of the founder, and currently employs approximately 115 full time employees.
Business challenge
- F.P Hurley had a singular system with no ability to inter-office linkages.
- There wasn’t a main UK number to handle and direct calls to the correct locations which slowed down customer call handling.
- Integrated billing – for Telephone and Mobiles to streamline business processes.
- Staff needed easier and greater access to messaging and calls offsite as missing calls was frustrating customers.
- Looking to reduce costs of all calls across all sites whilst improving services.
Key solutions
KLOUDPBX PHONE SYSTEM
Feature-rich, cloud-based phone system with the latest technology.
VOICEMAIL TO EMAIL
Voicemails are converted to an mp4 file and received as an attachment to a chosen email.
MOBILE TWINNING
Handset and mobile programmed to ring simultaneously when receiving an incoming call – perfect for employees on the road.
TRAINING PROVIDED
Shown how to use the KloudPBX portal with complimentary webinars providing additional support.
ONE SUPPLIER
Combined lines, calls and broadband under one supplier and one bill.
CALL RECORDING
On-demand call recording is included as standard with KloudPBX.
ACCOUNT MANAGER
Local manager oversees the companies account and conducts monthly reviews.
ONGOING SUPPORT
The SCG Wales team is always on hand for any queries.
