48 Hour Turnaround on Telephony System Implementation For EPG

EPG Services, based in Manchester, are on a mission provide the extraordinary solutions for electrical and plumbing services for domestic, commercial and industrial customers.
With an increased demand for services and an expanding team, EPG Service needed to add additional features to their telephony solutions.

However, given the pandemic, their current provider was unable to provide a solution within their tight framework and budget.

What was your initial telecoms issue?

“In our contract, with a large telecoms provider, we had a set number of fixed lines available. We hired a new member of staff and needed to increase our users. Our provider expressed difficulty in getting the additional line added and quoted an excessive fee for the work.

“In the wake of COVID-19, we needed to move to a remote workforce immediately, but we didn’t have the right infrastructure in place. The quote for implementation from our provider was extortionate, and we felt caught between a rock and a hard place.”

How did you become aware of IPEX?

“One of the IPEX sales team phoned to enquire about our telecommunications and how seamlessly we could make the transition from office to remote working.”

What was the solution that IPEX implemented for you?

“We had a very tight deadline as we were shutting the office and moving to remote working within 48 hours of the initial call. IPEX took on the challenge and I’m happy to report they kept to our timeframe.

“Every member of staff had a new app installed on their mobiles and upgraded software on all their mobile and laptops enabling them to access company documents and the database securing from their remote locations.

“They also installed a new phone system in the office with the functionality to direct calls to mobile, this was crucial, as we wanted to provide the same level of customer service as before and not drop/miss any incoming calls during the transition period and thereafter.”

What have been the results of the solution we implemented for you?

“IPEX seamlessly transitioned EPG from panic mode to business as usual, with our customers experiencing no difference in the service we provide them.

“We are no longer tied to an office based phone system and have the management oversight to track and engage our employees as well as check-in on their wellbeing while remotely working.”

How would you describe the process of working with IPEX?

“From the initial call to installation the team at IPEX was professional, efficient and thorough.

“We dealt with Adam for the set up, Adil for the installation and Margaret for billing. Everyone worked around the clock to keep us updated on progress and ensured our 48 hour turnaround was possible.”

Would you be happy to recommend IPEX, and if so, why?

“I would recommend IPEX to any business in need of upgrading their telecommunications, especially in the wake of COVID-19, when the transition from office to home is still unfolding.

“Nothing is too much hassle for the team and having moved from a big provider to a smaller one, we have experienced first hand the increased dedication and personalised service on offer.

“As the next few months unfold, we’re looking to invest in cloud services and will be exploring those options with IPEX.”

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