Case Study: Parker Bromley

Supporting the relocation to a new headquarters and upgrading to a more robust and cost effective telephony solution to meet with business expansion.

 

Parker Bromley Logo Telefonix Client Case Study

Parker Bromley is a small family-owned construction business located in Kent. From humble beginnings as a heating and plumbing contractor, Parker Bromley has grown to become an all encompassing building services company offering a multitude of services, such as the internal fit-out of 1,000 apartments for St. James, part of the The Berkeley Group, to the prime mechanical and electrical contract partner for the largest estate regeneration project in London. Operations like these require a robust telephony system to empower the staff to deliver outstanding customer service.

 

Parker Bromley Telefonix Client Case Study


Parker Bromley had outgrown their existing headquarters in 2013 and had a dedicated maintenance section for housing associations and residents. They looked to Telefonix Voice & Data to help them with a telephony solution to meet their needs, during the move to a new headquarters.

“When we moved here in 2013, we thought to ourselves that it was time to do the phone system properly, and with Telefonix’ accreditations and finance offers it was an obvious value for money choice” says Paul Hewagama, Parker Bromley’s Finance Director.

 

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With a clear view of company expansion on the horizon they required a telephony solution that could grow with the company and handle the influx of calls that would accompany it. Taking all the requirements into account Telefonix Voice & Data advised Parker Bromley on a telephony solution that would build a solid and flexible foundation from which the company could grow. Being already familiar with an Avaya IP Office 403 in their previous headquarters, Telefonix recommended a migration to the new Avaya IP Office platform during the relocation to their new headquarters. This allowed them to retain all telephone numbers and expand to more handsets with ease.

“The 8 people working in this section had to have a system that could grow and enable them to conduct 100s of customer conversations daily. Avaya’s IP Office system ticked all the right boxes.” - Paul Hewagama, Parker Bromley’s Finance Director.  

The remote access functionality allows Parker Bromley to expand to new offices without the need for a new telephony solution. This is achieved by connecting external offices via VPN to the one server in the headquarters with an established Avaya IP Office platform. This is a more cost-effective way of handling additional office sites and also allows individual members of staff to remotely access the system as well.

To expand further on the flexibility that the Avaya IP Office platform provides, it has smart call forwarding as standard. This ensures that staff can maintain their high response rate when they are off site ensuring that a call is never missed and customer services remains high.

Not only did Telefonix Voice & Data tailor design and install the Avaya IP Office platform, but also provided on-site training and put in place a support agreement to give Parker Bromley long term peace of mind. With such a high-regard for customer experience, it’s no surprise that Parker Bromley and Telefonix Voice & Data have continued to maintain a great business relationship, and come to understands each other's value and passion for impeccable standards of customer service. More recently Telefonix Voice & Data have been working with Parker Bromley to migrate them from their existing ISDN lines to new SIP enabled lines, to ensure that when BT cease providing these lines in 2025, Parker Bromley won’t be affected and can continue to function as normal. With the instant benefits of SIP being realised immediately,  as it’s a more flexible and cost-effective connection, the solution is delivering far more efficiencies than ISDN ever could, and is an ideal choice for any business moving forward.

"Having upgraded our telephone system I would like to take this opportunity to thank Telefonix for their professional and efficient installation - we have no hesitation in recommending them, and their customer service is second to none." - Jody Parker, Director, Parker BromleyIMGP2830_tonemapped.jpg

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