With over 100 staff, busy agricultural contracting company, GAVINS, was in need of a decentralized mobile-first system that allowed them to handle customer calls for their 24-hour operation with ease.
Those old copper wires
Moving out from the shackles of a desk-based phone system was front and center of Tony Westbury’s mind after seeing an ad for Spoke at Warehouse Stationery.
Tony is currently a Business Manager at GAVINS – an agricultural contracting business based north of Hamilton with over 100 staff.
Since seeing that ad, the road toward productive remote working, better customer service and giving staff better control over their own work time has seen enhancements.
Before Spoke came along, GAVINS had a modern PBX based phone system that was complex to manage and administer and didn’t provide enough line capacity for peak season demand. Due to the nature of agricultural contracting, GAVINS’ clients also needed to get in touch with them across a hefty number of hours a day which was difficult to manage with traditional desk phones.
There was also the added risk of being on a phone system with underground-based phone lines.
“Being on copper wires for our phone system meant that we had our fair share of line faults and the cables would sometimes be disconnected without notice when maintenance occurred on the network”
With those challenges in mind, Tony and the team realized the Spoke system could alleviate many of their concerns. They’d no longer have to rely on a PBX system meaning less connection outages and staff could set up their phones to show when they were available to take calls.
In early 2019 GAVINS deployed the Spoke system and since then they have worked closely with us to provide constructive feedback on product development.
Great call history visibility leads to great customer outcomes
While the notion of being able to ring a customer back sounds rather simple, it was challenging in a business like GAVINS where operators and staff work long days in remote locations – especially in peak season when the workload is huge.
Naturally, this meant some missed calls from customers and the PBX system didn’t track missed calls well. Spoke has a really good way of showing missed calls and we can easily track who has rung us.
Tony and the team have also started to make use of the Spoke feature that allows staff to programme when they will and won’t be available to take calls. Even if a call does come through after hours, staff can prioritize the call.
“Spoke has really empowered us in that way to reassert boundaries around each of our individual working hours,” says Tony.
“It also means staff can catch up on work while at home and not feel tied to being physically in the office.”
Having the team on mobile has also made for a productive office environment as there is no confusion over who takes the call coming through on a central line.
“Our mobiles ring as normal and our customers more often can reach the exact person they’re after without having to go through anyone else.”
The future of Spoke at GAVINS
The Covid-19 crisis reinforced the need for a mobile-first phone system for GAVINS with Tony saying the Spoke system certainly made them feel one step ahead.
“To think back to how we were set up two or three years ago where we were reliant on people sitting at a desk with a physical telephone that wouldn’t go home with them, it would be terrible to think if we’d had that situation during the Covid-19 crisis.”
And while it’s been a journey for GAVINS to get where they are today, it’s been one well worth taking, agrees Tony. The shackles of a desk phone system are well and truly broken allowing for happy staff, a better customer experience and the ability to easily scale as the business grows.
Tony reiterates, “We’re certainly happy Spoke customers and we’re looking forward to utilizing the transcription feature more.”
We’re looking forward to many more successes with GAVINS and it’s been a pleasure to be part of their journey so far.
Looking to augment your existing business phone systems in preparation for future Covid-19 challenges? Get in touch with us today for a free trial to see how our mobile-first business phone system can transform your business communication systems.