IPS Fire & Security Case Study

From a restrictive PSTN legacy PBX to a future proof, scalable Cloud PBX Platform

The Customer

IPS Fire & Security are an SSAIB accredited installer and maintainer of Burglar Alarms, Security Cameras, Access Control Systems, Fire Alarms, Fire Extinguishers.

They have been voted the UK's Most Loved Security Services by you as part of "The Best Of" national competition, helping ensure they remain an industry leader in fire and security for the last 10 years with a strong client base including insurance brokers, colleges and major leading brands.

The Challenge

IPS Security joined TTNC in 2013 by purchasing one local virtual telephone number and a call management package.

Over the next 4 years, they have expanded to have 8 numbers and now have a memorable 0333 number as their main form of contact.

As part of a customer care call when purchasing a new fax number IPS Security informed us their existing legacy PBX phone system was disjointed and was failing their staff and more importantly their customers. The pains they were suffering from included:

• Unable to separate the destinations
• Unable to implement a complicated IVR
• Unable to transfer calls between staff
• Outbound calls would display a withheld number
• Restrictive lines and handsets

The Solution

TTNC allocated an account manager to work with IPS Security to further understand the business challenges and pains. As a result of these discussions, it was clear that TTNC's Cloud PBX Solution would provide all the features and future proof scalability required.

IPS Security moved from their existing legacy PSTN set up to a much more focused VoIP Solution, designed, implemented and supported by TTNC. This allowed them to integrate with a CRM, gave improved tracking of calls and staff and overall control over the phone systems. Our Cloud PBX platform in conjunction with VoIP Users has removed the need for a physical line in their office. Yealink IP desk phones have now replaced their outdated and restrictive handsets.

As with all our hardware, the phones were configured ahead of time giving a true plug and play solution. Yealink desk phones were recommended for ease of use, reliability along with BLFS and Memory Keys to aid the team and customer experience.

The Result

The customer experience has been drastically improved, IPS are now displaying their main office number on outbound calls and when calling back the customer is being connected directly with the right department or team member via an IVR.

We finalised the revision of their phone system recently by porting existing numbers to us from a previous provider. All phone numbers are now managed by IPS from within their myTTNC online communications platform.

The new Cloud PBX Platform from TTNC means IPS can now:

• Integrate with their CRM
• Track calls and communications in real time
• Get rid of restrictive physical lines
• Take advantage of new feature rich IP Phones
• Display their main office number on outbound calls
• Setup sophisticated IVR's and easily transfer calls between departments
• Real time statistics and reporting within their myTTNC online communications platform
• Save Money — No upgrade or maintenance charges just a predictive monthly fee. Lower call costs and free internal calls