Dalkeith Dialled Into Barclay Communications

Monday 27th February 2012

Company Information:

Dalkeith Transport & Storage Company was registered in 1948, and has a long history within the Transport industry in both Scotland and UK wide. Presently Dalkeith operate a fleet of circa 47 carrying vehicles, with 100 Trailers hauling general freight throughout the U.K. They also have over 230,000 sq ft of internal and external warehousing and storage facilities.

Dalkeith’s Communication Needs

Peter Wright, Managing Director of Dalkeith Transport & Storage: “Our previous office phone system was outdated and we’d out-grown its capabilities. It couldn’t automatically direct calls to the correct people, instead it allowed all incoming calls to ring on every phone in the office, which gave us long call completion times.”

 “We were also extremely frustrated with our previous landline and mobile phone providers who were continually sending us around the houses looking for answers. They wouldn’t provide us with a set contact, and no one was ever willing to take responsibility for our queries, so a two minute call could take up to two hours.”

“Therefore, we wanted a new system that would streamline our calls, allowing us to deal with them faster and more efficiently, and a provider who could deliver a higher standard of service for our landlines and mobiles.”

Why did you choose Barclay Communications?

“We sent feelers out to a number of different communications companies stating that we were looking for a provider who could handle both our mobile and landline needs. Gary from Barclays provided us with the best proposal, price and most efficient service during the tender process, which was why we choose them.”

Barclay Communications solution supplied

Call Packages and Call Management System: Dalkeith received an O2 mobile and Barclay Telecom landline call package, plus a sophisticated new call management and routing system, which included an automatic attendant service, voicemail and direct dial numbers.

Detailed Reporting: The new system included detailed real-time call statistics and historical reports, which will enable Dalkeith to review their call performance (for the first time) against critical SLAs.

Syncing with PCs: Barclay Telecom’s phone partner application was also selected for some employees’ PCs. The applications runs alongside their desktop phones and pops up information about incoming calls onto users screens, allowing them to see who is calling and from what number without interrupting their current task or application.

Future Pocket PBX Service: Dalkeith is also in the process of implementing Barclay Telecom’s Pocket PBX Message Pad service, which will enable their drivers to email Proofs of Delivery (PODs) into the office as a voice file. Currently the drivers call the office every day after 3pm just to dictate their PODs, which holds up the company’s phone lines and administration staff.


Result

Dalkeith’s calls have been streamlined and they’re immediately being sent to the correct departments. As a result they have faster call response times (which they can now track), and they’re staff have more time to concentrate on their work, because they’re not being continually interrupted by irrelevant calls that they have to take messages for or transfer to other people.

Furthermore, Dalkeith have also reduced their phone bills and they’re enjoying the benefits of having one package and one provider for their landlines and mobiles.

Peter Wright continued: “Now when we have a query we just tell our Account Manager, and he sorts it. It’s a straightforward service and it’s a key service for us.”

Would you recommend Barclay Communications to another company?
“Yes.”