Bruce & Walker needed a flexible, more professional phone system to handle customer enquiries
About Bruce & Walker
Bruce & Walker has been making bespoke salmon rods since 1959. The current owner Neil, a 4th generation custodian of the business, took over after working within the company under the original family, continuing a long tradition of craftsmanship and specialist manufacturing.
As the business evolved, so did the need to modernise how it handled calls and reintroduce itself to customers following a period of decline under previous ownership.
The Challenge: build presence and customer confidence
Neil needed a better way to manage communications that could:
✔ Present a more professional image than relying on a personal mobile
✔ Separate business and personal calls more clearly
✔ Make it easier to handle enquiries alongside hands-on rod building
✔ Provide a more structured, scalable way to manage growing demand
As Neil explained, while the team all contribute to the build process, managing communications in this way “was not professional” and “looked amateurish”, which he knew was impacting customer perception.
The Solution: bOnline VoIP for growing businesses
To address these challenges, Bruce & Walker introduced a professional business phone system through bOnline.
This allowed the business to move away from personal mobile use and instead present a dedicated, branded communication experience for customers.
Key improvements included:
✔ A dedicated business phone number
✔ Professional sounding voicemail and messaging
✔ Access to 45+ other call handling features, including call record, access to call data analytics, AI call handling, hold music and much more
✔ Easier call handling across the team
The Results: Professional, flexible calling without the hassle
Since moving to bOnline, Bruce & Walker has seen a noticeable improvement in how the business presents itself to customers.
✔ A more professional and trustworthy brand image
✔ Improved customer confidence when making enquiries
✔ An increase in engagement and call activity, supported by renewed interest in the brand
✔ A stronger phone setup that better reflects the quality of the business
What Neil Had to Say
“Taking over a business with the history of Bruce & Walker, I knew the craftsmanship spoke for itself, but the way we communicated didn’t. We were relying on a mobile phone, and it just didn’t reflect the quality or professionalism we wanted.
Since moving to bOnline, that’s completely changed. We’ve now got a proper business presence, calls are handled far more smoothly, and customers immediately get a better impression of who we are. It’s made a real difference not just in how we come across, but in the confidence people have when they get in touch.
For me, it’s helped bring the business up to the standard it should be. We’re proud of what we make, and now our communication finally matches that.”
Want To Learn More?
Neil has been so happy with bOnline he kindly sent us this video testimonial:
Thinking About Upgrading Your Business Phone?
Join 50,000+ small business owners like Neil who trust bOnline VoIP for a reliable, professional, and affordable VoIP phone system.
???? Try it today! Get started with your free trial
