ISL OFFICE SOLUTIONS CASE STUDY

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ISL Office Solutions based in Eastleigh and Bishops Waltham provide a range of office equipment to a nationwide customer base. Established in 1968, ISL is a family run business and is enjoying its 40th year of trading.

The Problem
ISL were using a dated phone system in their Eastleigh premises. They switched to 4Com and had a new system installed around 10 years ago. The system has been running fault free for 10 years, so when ISL decided to expand and acquired their new business premises, 4Com were the first port of call to provide a new phone system.

The Importance
Telecommunications form a vital part of ISL’s day to day business. Steve Shaw, Sales and IT Manager at ISL comments, “Approximately 70% of all our orders come through on the telephone”. Their customers expect a high level of service and they want to be able to talk to someone. Having a single point of contact and building a business relationship is very important to them.

The Solution
Steve chose 4Com for his new business premises for a number of reasons. Steve already had a phone system from 4Com in his existing premises and he had been impressed with the customer support and reliability of the phone system. “Customer service and reliability are vital for me, I’ve had my previous phone system for 10 years and I’ve had no problems,” comments Steve. Steve also required a phone system which was versatile and could adapt with the business. The system which ISL chose for their new site came complete with a Voicemail system and On Hold Marketing, allowing them to advertise new products while customers are being placed on hold or transferred.

The Benefits
The Voicemail facility proved to be a very useful feature to have, particularly at busy times. “It is vital that we channel our customers to the correct department. This saves time and also makes us more efficient.” Steve has also commented on the effectiveness of the On Hold Marketing. “Music on hold is vital, it is much better than having a beep or silence - if there is silence a customer thinks that they have been cut off.”

Once the new phone system was up and running full training was given to all staff members. Steve comments “we received as much training as we wanted, the phone system is pretty self explanatory and very user friendly. Any additional training that I needed was given and I was left with full control over my phone system.”

Steve has found that ISL has saved money by switching to 4Com. “We were using different companies for our telephony needs but we found that by switching to 4Com we were able to save even more money.” Steve adds “If we have a failure on our phone system we lose money by the second, if customers can’t get through to us they will contact one of our competitors. Our new phone system has prevented this from happening. “

4Com provided a solution to ISL that has allowed them to increase their efficiency and reduce their telephony expenditure.

4Com are a leading provider of business telephone systems to companies of all sizes across the UK. If you would like to find out more about any of the services we offer such as voicemail systems, call recording or oh hold marketing, why not contact a member of the team on 0800 9888 101.