Out with the old, in with bOnline
About Shropshire Design
Shropshire Design was born out of a love for beautiful design, beginning with handmade mango wood furniture from the magical island of Bali. Since then, the team has built fantastic connections with unique home décor makers across the UK, Europe and the Far East who share their passion. Whether it’s a striking mirror, a stylish light or a luxurious piece of furniture, Shropshire Design offers carefully chosen pieces that help you express your personality and make your home one of a kind.
The Challenge: getting calls answered by the right person, first time
Owner and founder Peter needed a professional phone solution that could:
✔ Manage calls – so customers always get straight through to someone who can help
✔ Save money – Previous VoIP provider SwitchboardFree were more expensive and products harder to use
✔ Be accessed via smartphone or laptop, as well as desktop for easy working on the go
Before signing up to bOnline VoIP, the team had a phone system with SwitchboardFree. However, they found it to be expensive, clunky and inflexible.
The Solution: bOnline VoIP for small businesses
Peter signed up to bOnline’s VoIP digital phone system, which now means:
✔ Calls diverted to individual team members – with no clumsy internal call transfers
✔ A dedicated virtual business number
✔ Voicemail, hold music and mobile app access, so calls can be managed from anywhere
✔ The ability to upload existing brand music and sounds for free
✔ No more worries about the landline shutdown
The Results: Fewer missed calls and better customer service
Since joining bOnline VoIP, Peter has seen some real benefits to his business. He told us he is:
✔ Better able to send calls to the right team member – No more frustrated customers
✔ Getting good value for money – bOnline’s pricing is very fair
✔ Benefitting from increased flexibility, particularly around branding – for example adding his own hold music and recorded messages
What Peter Had to Say
“As an online business, competition is fierce, which is why it’s important that we offer support by a quick phone call to our team. This makes us quite unique amongst our competitors, which only offer support by email and messenger. It helps customers trust us and have confidence that they can reach us quickly and easily. It’s also important for customers who are not as confident in using an online store, for example the elderly.
We were using another service (SwitchboardFree), however the system was incredibly clunky and inflexible. bOnline works flawlessly and was extremely easy to deploy.
We receive dozens of calls per day across our team. Calls don’t necessarily disrupt the operations of our team, because we’re designed to respond to calls as a key part of our service offer. However, advanced call routing options means we’re able to ensure calls get to the right place quickly so the right person answers each type of call and is able to help efficiently.
The previous platform was confusing. It was frustrating not to be able to route calls to specific people meaning calls were being handed around and this distracted the team and didn’t deliver an excellent service that we aspire to.
The handsets with SwitchboardFree were poor quality too, and didn’t even accommodate the long wifi network password length that we had, meaning we had to create a separate network just for them. The dashboard was incredibly basic, requiring us to record department and intro messages on a phone app, which meant that we couldn’t quickly change messages like we can in bOnline by just typing them out. They also charged exorbitant costs for call branding/music, however with bOnline we can just upload our existing brand music and sounds for free. We’re saving lots of money using bOnline compared to the previous provider.
When I tested the platform as a trial, I realised that bOnline would be a huge improvement on what we had. Also, I really loved the constant contact by the bOnline team to check that I had everything I needed and was able to ask any questions and get any help – this was really reassuring and is excellent customer care! I knew we’d be in safe hands with you.
We use our phone system to optimise our set-up on the fly and set-up slick on-call branding, brand music and messages etc. We sound more professional to customers and handle calls much more efficiently, avoiding clumsy internal call transfers which frustrate customers. The move to bOnline also coincided with our move to new premises, which meant we were able to improve the way colleagues communicate, and how customers can contact the various parts of our business.”
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