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.
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.
“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.”
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.”
“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.”