Bringing Utility Team up-to-speed with a new 3CX phone system

Utility Team are one of the UK’s leading utilities and energy consultants. Formed in 2009, in Coventry, Utility Team manage more than 5000 meter points. They’ve gone on to establish themselves at national leaders, responsible for over £1bn annual spend. With a nationwide presence, Utility team required a PBX system that accommodated their dynamic and mobile team, and allowed them to maintain their award-winning level of customer service. With a constantly growing team, they also required a system that allowed them to train staff easily on the job so that new recruits can hit the ground running.

What 3CX features do Utility Team now benefit from?

We transformed Utility Team’s communications with the Enterprise solution from 3XC. This cloud-based PBX boasts a range of easy-to-use Unified Communications features that met Utility Team’s telephony requirements including:

• Wallboards – which display real-time queue and call statistics directly on a monitor
• Advanced reporting – the ability to schedule bespoke and automated reports
• Staff training – monitor, advise and intervene on all calls with the Listen/ Whisper/ Barge feature
• Maximum telephony uptime with a fully resilient failover

The enhanced reporting function allows Utility Team to monitor and benchmark the level of customer service across its vast roster of clients. Features such as the Wallboard and real-time monitoring and advising have facilitated their on-the-job staff training. One of the primary shortcomings of Utility Team’s previous PBX system was that it didn’t grant staff the ability for mobile work. With the workforce increasingly working from home or out on the road and while keeping calls within the company network; 3CX Enterprise granted them the flexibility to do just that. The new telephony solution was a success with Scott Birley, Managing Director at Utility Team, saying: “We have been extremely impressed with the platform and feel it has helped us to achieve all the goals we set out when deciding which system to go with. We cannot recommend PBX Hosting enough, the support has been extremely reactive and the setup and training was swift and easy to understand. Five stars!” If you’re looking for guidance from a team who understand everything there is to know about business energy, get in touch with Utility Team. To find out how PBX Hosting could transform your business telecoms, get in touch with our expert team.