UK VoIP provider customer Case Study

Thursday, 29 March 2007 00:00

A Hosted VoIP Case Study / customer satisfaction Q&A from Freightline Logistics Ltd.

Client – Freightline Logistics

Provider – Voicenet Solutions

VoIP Dealer – IPTEL - www.iptel-uk.com

1. What was your last business Phone System?

Prior to relocating to our new offices we operated a legacy BT Meridien system, connected to ISDN Lines

2. How much did it cost?

At the time of purchase I believe it was in the region of £6k

3. What was the biggest problem with the previous Telephone System?

Overall the system was quite costly in terms of ongoing lease and maintenance costs. Also we were not aware of how quickly this technology changes and on research, the BT System was quite limited.

4. What was the reason for choosing Business VoIP?

We recently re-located to a new purpose built office space and looked at the standard Phone System options. During our decision stage, we were approached by a company providing business VoIP and the technology was new and the home worker option was really attractive.

5. Who made the decision to choose the business VoIP solution?

The decision was made as a joint decision between Ops & Finance.

6. Why did you choose Voicenet Solutions / IPTEL?

IPTEL had provided our mobile solution and I understand they work with the VoIP provider Voicenet Solutions. The fact that we were allowed to trial 2x VoIP phones certainly worked in their favour as no one else was able to do this for us.

7. How long did it take to change the business phone system?

We had time constraints which were about 2 weeks and the service was live within that time and we were able to run both our Voice services and Internet access through Voicenet Solutions.

8. What kind of business VoIP Telephone System do you have now?

All our handsets are Cisco 7940 VoIP phones, provided by IPTEL, Voicenet Solutions provide the actual service which is hosted off site via our Broadband circuit.

9. What kind of VoIP phones do you have?

The Cisco 7940 VoIP phone

10. How has business VoIP made life easier?

The main benefit was the quick delivery of the service and certainly the ease of use. We had full training from IPTEL and each of our users was given access to a web portal which allowed them to manage their handset and calls from any location, particularly good for home workers. Also our network is effectively outsourced so we do not require in house person which saves on costs.

11. How has it made life easier for home users and mobile workers?

We have a softphone for our sales team and home workers are able to either take their handset home or redirect their number to their home line. There is also a follow me option which ensures our key customer facing staff never miss a call

12. How much has your company saved (looking to save) since getting VoIP?

a) In system costs

Obviously the capex was considerably lower than a standard phone system which was of great benefit, I also know that our costs are fixed and we don’t have to pay any additional charges except for calls which helps a lot for budget forecast

b) In call costs per month / annum

We were previously with BT, and from what I can see our call costs have reduced by about 25%, as a Freight company we make a lot of calls to international destinations and the savings are noticeable.

13. What new telephone systemVoIP business features do you now have?

We all have voicemail, we have the web management tool, some users have fax to email and we use the conferencing system every week which is free.

14. What VoIP business features are important to you?

The conferencing has definitely changed our approach to internal meetings and we are considering the new hosted call recording solution to meet our industry regulations.

15. How has it made business different / more efficient?

In my opinion, the way we interact with customers has certainly improved. The Web interface is something unique as we can now integrate our phones with our PCs, so we are all notified by a pop-up on our screen as to who is calling, so we can answer the phones accordingly. The main benefit is the conferencing, before we had to ensure everyone was in the office at a specific time, but we can now conduct these meetings from any location, which has the added benefits of reducing travel costs & more effective use of time.

To find out more about business VoIP read our Business VoIP Guide

About Voicenet Solutions

Voicenet Solutions Ltd, based in Aylesbury UK, is a UK hosted VoIP provider specialising in the provisioning of business telephony solutions through its own network located at its operations centre in the City of London.

Voicenet Solutions Ltd was established in 2004 with the sole aim of delivering business VoIP telecoms solutions to the UK business market. Voicenet Solutions offers a secure, out-of-the-box, best-of-breed VoIP telephony solution with flexibility and substantially reduced operating costs.