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 Hampshire Business Computers (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.

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.”