Professional Services – Counter Context

Jess Jenkins, Director of Operations, Counter Context:

“I’m Jess Jenkins. I work at Counter Context, a PR and communications company. We moved into the new office here in 2024 and we needed to have a totally new setup. We had Wayv set up our broadband, which is really great and really fast, especially as we’re growing and there’s more employees coming into the office. We had all our employees set up with iPECS on their laptops, so they’re able to easily and effectively communicate with our stakeholders in projects.

When it comes to using the iPECS system, we use mostly to for incoming calls. It could be employees working on multiple projects, who need to understand how the calls are easily identified. Calling out as well, we don’t call out on an individual line – it would be a ‘per project’ line.

We do also monitor call logs and ensure that we have that information ready for clients. Ahead of having this system in place, we didn’t have any sort of structure to transfer calls or transfer employees working on different projects. As you can imagine, as we’re getting bigger, we need to easily allocate employees over to other projects and other departments.

With this system, we’re able to do that quite quickly. Wayv have a really good training deployment for information. For us as an operations team, we’re easily able to add new users and transfer old user accounts to new projects quite quickly.

The first year of being with Wave has been fantastic; we’re able to have a real partner with Wayv.”

Liam Parnell, Managing Director, Wayv:

“In order to develop personal partnerships with our customers, every customer benefits from their very own WayvCare dedicated support engineer. That allows us to understand your business, get to know you, build a relationship, identify any issues that may have reoccurred, so you’re not having to go back to the start in place every time you call us.

We have to make sure that our onboarding team make it as easy as possible for the customer, and without doubt, we do this without disruption to the service. It’s also the moment that we get to start building a relationship with the customer, really getting to understand how they operate as a business, and how we’re going to add value to what they do.”

Jess Jenkins, Director of Operations, Counter Context:

“We’re able to use a system that’s digitalized and it’s not analogue. So as an operations team, we’re not worrying about having to manually move people around when they go on annual leave. From a productivity point of view, it’s been a great benefit for our internal team, and we feel really reassured moving forward with Wayv as we grow.”

Liam Parnell, Managing Director, Wayv:

“Our phone system comes with a huge amount included as standard. So small to medium sized businesses are able to take advantage of features that they’ve never had previously, or were asked to pay for previously. These features include things that really add value to the way that businesses work.”