- Olive Communications

olive.co.uk
An Olive Customer
Success Story:
Challenge
Summit Electrical has 40 employees who specialise in
electrical contracting, from the initial design stages through
to the completion of the installation and maintenance.
They are responsible for the electrical maintenance contracts
for Walsall Council and Birmingham International Airport, and
can be called at any time with any problem of an electrical
nature, ranging from lost power to a vandalised light fitting to
high mast lighting failure at the airport.
With some of these works requiring urgent out of hours
action, Summit was faced with the challenge of how to
respond when the office was officially closed from 5.30pm
through to 7.30am the following morning.
Approach
Olive quickly found a solution to the issue of out of
hours contact. Vodafone’s One Net is a cloud based
communications system that connects desk phones, mobiles
and voicemail and ensures that employees can pick up calls
anywhere at any time. One of the features of One Net is ‘hunt
groups’ which allows teams of people to answer each other’s
calls when business is busy.
Identifying how this could be put into practice at Summit
Electrical when responding to non-business hours calls, the
team at Olive created a virtual landline number, designated
to be the ‘out of hours phone number’ that instantly diverts to
a team of four employees.
If the call is not answered by the first person, it will
automatically divert to the next person in the group until it
exhausts the team of four – at which point it goes through to
the owner of the company, Sid Chand.
Chand explains:
“We look after a lot of buildings for the
council as well as critical operations at
the airport, such as the fire station, so
we need to be contactable at any time
of the day or night. Prior to installing the
system, the issue of ensuring that out of
hours calls were always answered was
one that would keep me awake at night;
now however, I trust wholeheartedly
that this new system is robust. We can
trace exactly when calls come in, who
has answered them, how they have been
actioned, and I have absolute peace
of mind that we are delivering the high
quality service our customers expect.”
Results
Since installing the One Net hunt group solution, the Summit
Electrical team has not missed a single out of hours call.
“The One Net system works really well
for our business as it gives us the lead on
our competitors,” says Chand. “What’s
more, with recent contract wins including
a £200,000 contract with Worcester
University and a £1.3m refurbishment
and new build contract with Birmingham
University which kicks off later in the
year, we are really keen to impress the
client with our commitment to the project
and the One Net system will do just that.”
Chand concludes:
“Thanks to Olive and the One Net system
we have been head and shoulders above
the rest, landing some fantastic work we would recommend the Olive team
incredibly highly to anyone looking to
find a communications solution.”
olive.co.uk