Client: JR Holland Food Services Ltd.
Industry: Food Distribution
Challenge: Maintaining seamless communication for a near 24/7 operation
Background
JR Holland Food Services operate almost 24/7, with only a short downtime window between Saturday lunchtime and Sunday evening. Their phone system is mission-critical, as it handles customer orders and supports their customer service team. Any disruption could impact order fulfilment and customer satisfaction.
The Challenge
The existing phone system lacked advanced call centre features, making it difficult for the customer service team to manage call queues effectively and ensure timely call-backs. JR Holland needed a modern, reliable solution that could be deployed with minimal disruption to their operations. They also found that whenever they required support for the system, they were calling overseas call centres, which failed to provide the expertise required.
Our Solution
Bytewise IT implemented a new Voice Over IP phone system, designed for high availability and advanced call centre functionality using Unity. To minimise downtime, the installation was scheduled for Sunday, during JR Holland’s only operational window of reduced activity. We even added their corporate branding to handsets and devices to complete that extra professional touch.
As with all of our phone systems, the support is 100% UK based with our service teams who already have knowledge of the customers requirements.
Key Features of the Platform
- Full Call Centre Capabilities:
- Real-time monitoring of call queues
- Ability to assign and track call-backs
- Detailed reporting and analytics for performance optimisation
- Work from anywhere utilising Webex apps on mobiles and tablets
- Scalability & Flexibility:
JR Holland are easily able to add new lines or features as their business grows. - Reliability & Business Continuity:
Built-in redundancy ensures uninterrupted service, even during peak hours. - User-Friendly Management Portal:
The customer service team can manage settings, monitor activity, and make adjustments without technical complexity.
The Outcome
The new phone system has transformed JR Holland’s customer service operations. With real-time visibility into call queues and the ability to manage call-backs efficiently, the team can maintain exceptional service standards even during busy periods. The seamless Sunday installation ensured no disruption to their core business activities.
Hazel Fletcher – Director, JR Holland Food Services
“The new system has made a huge difference to how we manage customer calls. Bytewise IT understood our operational needs and delivered a solution that works perfectly for us.”