How a precision engineering firm swapped a rigid phone system for one built around how they actually work.

// 01The business

Warren Services was founded in 1990. They manufacture high-quality components and mechanical and electrical sub-assemblies to agreed schedules, offering turnkey solutions in engineering and design. They run 25 machines, the majority of which are CNC controlled, allowing them to offer a whole host of services.

// 02The need

Warren Services required a telecoms service that would let them field calls remotely and improve communication, both with customers and between staff. They found themselves limited by the rigidity of their previous system and needed a bespoke solution to make their communications more agile.

// 03What we did

We provided Warren Services with updated hardware, including new IP phones, desk phones and portable headsets. Because of their bespoke needs, they also required advanced call routing and configuration, neither of which had been possible with their last provider.

• A bespoke solution with a flexible agreement to suit their needs, alongside a transparent pricing plan.
• Integration with Warren's chosen CRM, something off-the-shelf solutions couldn't offer them.
• Advanced call routing and configuration, letting them set up custom messaging for welcome, holiday and operational hours.
• The ability to add phone users to the system without complications, so they can scale their telecoms up or down easily and efficiently without affecting operations.

// 04The results, and the future

Warren Services have been happy with the level of service the team provided in setting up and maintaining the telecoms solution. Their business communication is now easier, with access to hardware and an app that lets them see the data behind their phone usage.

There have been some high-profile internal wins, as well as the less public solutions that have been put in place. With a bespoke system that flexes as they grow, the team can keep communication agile without being held back by the constraints of their old setup.