Martins Group were using an IP phone system that came bundled with their management software. Unfortunately, it was difficult to manage, lacked flexibility, and offered very limited features.

Support response times were poor, and the team had no visibility into whether customers were getting through or how long they were waiting. There was also no call reporting or queue management, making it hard to track performance or improve customer service.

As HBC were already providing IT support for Martins, it was a natural choice for them to also handle the upgrade to a new phone system.

After carrying out a detailed scoping exercise, HBC recommended implementing the 3CX IP Phone System, enhanced with Call Analytics from Dimensions Technologies - delivering the visibility, flexibility, and control that Martins needed to manage calls efficiently and improve their customer experience.

A 3CX IP system provides businesses with a cost-effective, scalable, and feature-rich telephony solution. It empowers teams to stay connected wherever they are, reduces reliance on expensive on-premise hardware, and simplifies phone system management.

Call Analytics by Dimensions is a communications‑analytics platform that provides both real‑time and historical analytics of telephone call traffic, enables monitoring of customer‑experience and staff performance and supports dashboards and wallboards (large screens showing live stats) and reporting tools for detailed analysis.

Ray Bunce, Group IT Manager at Martins, commented:

“We had every confidence that Hampshire Business Computers would recommend the best solution for our business. With our old system, we experienced frequent dropped and missed calls. The new system is an absolute delight to use and very easy to administer. We handle an average of 600 calls a day and can clearly see where any bottlenecks occur - giving us more control, better reporting, and greater visibility across all departments.

It’s easy to spot problem areas, and if one department is busy, we can redirect calls to another team instantly. During peak times, customers can now request a call back, which has made a huge
difference to our service levels. We have also installed the 3CX mobile app on our managers’ phones, and the transition between Wi-Fi and mobile data is seamless. There are so many great new features - it really is a fantastic product.

The implementation went incredibly smoothly. We expected some teething issues, but the delivery was flawless from start to finish. I would happily recommend HBC to anyone.”

Olly Ross, Sales Director at HBC, added:
“We have been supporting Martins Group’s IT systems for over 20 years, so we understood the importance of keeping disruption to an absolute minimum during this upgrade. The project was meticulously planned, allowing us to replace all 170 handsets across 9 sites, install the new software, and have the entire system fully operational within just 4 working hours.
This was made possible thanks to the commitment and effort of the HBC engineering team.

The new large wall screens will display live call statistics, giving the business real-time insight into call activity. This visibility allows Martins to allocate resources more effectively and deliver
an even higher level of customer service.”

Benefits of 3CX IP system

1. Cost Savings

• Eliminates the need for traditional PBX hardware and maintenance.
• Lowers call costs with VoIP (especially for international calls).
• Predictable monthly subscription instead of large upfront investments.

2. Flexibility & Mobility

• Employees can make and receive calls from desktop, laptop, tablet, or smartphone.
• Ideal for remote or hybrid workforces.
• Supports multiple locations under a single system without expensive interconnections.

3. Scalability

• Easily add or remove users as your business grows.
• No need for new physical lines or hardware.
• Suitable for businesses of any size, from small offices to large enterprises.

4. Advanced Features

• Call

  forwarding, call queues, IVR (interactive voice response).

• Conference

  calls, video calls, and instant messaging built-in.

• Integration

  with CRM and productivity tools.

• Web-based

  management for easy control over extensions, users, and reporting.

5. Improved Business Productivity

• Employees can communicate faster and more efficiently.
• Unified communications reduce delays and missed calls.
• Collaboration tools (chat, video, screen sharing) reduce the need for separate apps.

6. Reliability & Security

• Hosted in cloud or on-premise with high uptime guarantees.
• Supports encryption (SIP TLS, SRTP) to protect calls and data.
• Automatic updates keep your system secure and current.

7. Simplified Management

• Admins can manage the entire phone system via a web interface.
• Easy monitoring of call activity, user status, and system health.
• Minimal IT support required compared to traditional PBX systems.