Harlow Brothers Uses Avaya IP Office to Chop Telephony Costs While Increasing Customer Satisfaction and Improving Customer Experience
29 Oct 2013
Avaya IP Office designed to grow with the business
Employees can now "go mobile" rather than being tied to deskphones
Central call management simplifies system for employees and customers
Guildford, UK – Avaya, the global provider of business collaboration and communications solutions, today announced that Harlow Brothers, a family managed independent business with more than 90 years' experience in timber manufacturing and timber engineering, has chosen Avaya IP Office to increase productivity and reduce the costs associated with telephony across its 10 sites and 200 employees.
Harlow Brothers is a multi-million pound operation which is known for its personal service and customer experience throughout the Midlands in the UK. It has been part of many prestigious projects over the years, ranging from racecourse installations, studs and riding schools, to trainers’ yards. However, with 10 sites – three main offices and seven smaller branches – the need for a unified communications system to help ensure that each customer received the personal attention and care Harlow Brothers is known for was clear.
Implemented by NT Voice and Data, Harlow will use the special Avaya IP Office features to help run its business smoothly. For instance, Networking sites for Voice improves call answering from the branches by being able to handle them centrally. Call Recording will help resolve disputes, and employees will now be contactable on the go as the system extends to mobiles.
Quotes "Harlow Brothers is known for its reputation of customer service and as such, it was critical to ensure that we had a telephony system that streamlined communications for both employees and customers. Avaya IP Office offered the best of all worlds, with top-notch communications, easily networked systems, and most importantly, the ability to extend communications easily to mobile devices. With Avaya, we now have the opportunity to best serve our customers and ensure that wherever our employees are working, they have the best possible communications infrastructure." MARK SAVAGE, IT MANAGER, HARLOW BROTHERS
"NT Voice and Data identified Avaya IP Office as the right system to ensure that Harlow Brothers could have the best possible communications system for customers and employees alike. With a strong focus on excellence, it was clear that the Avaya IP Office system was the best choice." MARK BEARDSLEY, NT VOICE & DATA, AN AVAYA BUSINESS PARTNER
"Harlow Brothers is a company with a long and distinguished lineage, and needed a communications system that would grow as its business grows and adapt readily to the needs of the business and ensure smooth and efficient interactions with partners, employees and customers." SIMON CULMER, MD, AVAYA UK AND IRELAND
Tags: Avaya IP Office, Small Business, SME, UK Plc, Timber
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