Case study

A future-proof Hosted Phone solution for increased business mobility

Solution Provided:
– Implementation of a smart and cost-effective cloud-based telephony solution, powered by our partner Gamma.
– High definition voice quality handsets.

The Challenge

Scottish Ensemble is Scotland’s pioneering string orchestra. Based in Glasgow, they are internationally-renowned for their exceptional, innovative classical music performances across the UK and the world. Scottish Ensemble collaborates with a wide range of creative minds and partners to push the boundaries between genres, and to open up classical music to new audiences – with a keen interest to reach those who are unlikely or unable to experience live music.

Scottish Ensemble handles general enquiries over the phone, but the systems the staff were using were out of date, which provided an unstable platform, also costly to maintain. The old system wouldn’t allow calls to be easily identified, nor they could be transferred outside of standard hours.

Because there was no functionality available to track the number of calls, it was not possible to analyse the number of missed calls or understand the organisation’s busiest periods. The organisation was also facing challenges with implementing remote working for the staff, as there was no way to easily redirect calls.

The Approach

Scottish Ensemble’s telephone system needed updating and, from a security perspective, secure UK-based data centre storage was the best way forward for them. Euro Systems had in-depth conversations with SE to ensure we understood the challenges and to find the best solution for them. The organisation needed a solution for hosted telephony that offered a more secure and flexible system, with more features, and all within a specific budget.

Given the challenge and the needs for a more flexible system, a cloud route was the most viable option, and a hosted solution with Horizon from Gamma could meet their budget requirements. Horizon only uses UK data centres which was advantageous for Scottish Ensemble, as well as providing a secure, high quality, reliable solution that offers inexpensive growth potential. The fixed cost element of Horizon was an important benefit too, along with the knowledge that these costs would not dramatically change during the fixed period.

The Results

With Horizon Cloud PBX implemented, Scottish Ensemble can handle multiple calls at any one time and reassures callers that their call is going to be picked up, so they don’t experience engaged tones. This solution has made the process less stressful and more effective for all involved. As part of the solution, Euro Systems provided the organisation with Polycom handsets featuring high definition voice quality. Feedback from both Scottish Ensemble and callers has been extremely positive regarding call quality.

Gamma Horizon management reporting ensures that Scottish Ensemble has access to statistics, so they can now identify peak times for calls and ensure they have adequate resource to cope with the demand. Testament to the new Horizon telephony system is the fact that all calls have been answered since the system was put in place.

As a result, Horizon has seamlessly changed the telephony system for Scottish Ensemble to a more future-proof and effective solution. The change has brought outstanding results for the staff and all the people they deal with over the phone on a daily basis, and with remote working implemented across the board for the organisation, they have benefitted from the ability to easily implement call redirection.
"The team at Euro Systems are friendly, reliable, and competent. They listened carefully to what we wanted, and combined this with their own expertise to produce a solution that suited our needs. They made sure there was no disruption to our phone system during the switchover, and managed conversations with third-party provider Gamma on our behalf, saving us lots of time. We can highly recommend Euro Systems for their knowledge, helpfulness and positive attitude."
Scott Morrison - Development and Projects Manager

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