Distribution – Bearing Transmission & Pneumatics

Ed Fielding, General Manager, Bearing Transmission & Pneumatics:

“My name’s Ed Fielding. I’m from Bearing Transmission and Pneumatics Limited. We’ve just celebrated our fortieth anniversary, and we’re a supplier of bearings, power transmission components. We supply right across the East Midlands to many blue chip companies as well as smaller companies. We’ve got three sites; Derby, which is our head office, Burton, and our Lincoln office.

We were coming towards an end of a contract with our incumbent supplier, and in all honesty we’d not been very happy with the level of service we’d got.

We spoke to Wayv, and explained some of the fears that we’ve got. Wayv went through things to allay our fears. Our questions were all answered in-depth – they explained the ins and outs of their system, for instance, giving us the ability to have an out of hours service for our customers, as we have many customers that work 24/7.

We talked about costs, and, again, the pricing that was on offer was extremely fair. In general, they just put our mind at rest a lot.”

Tom Steers, Operations Manager, Wayv:

“When we take onboard a new customer, our onboarding team will reach out to them. We find out about the customer’s current setup and and how we can get the maximum benefit of the new telephone system for them.

We’ll get the installation date booked in, we’ll speak about their their kit being delivered to them. We keep them in touch, from from the point of sale all the way to the new services and the telephone system being installed.”

Ben Gilliver, WayvCare Support Engineer:

“A lot of customers have multi-site locations. So it’s really important that all the different sites get the same level of service. We can do a lot of training remotely, where we can do it by Teams, or TeamViewer onto their screen, and talk them through how to use the phone system.

People get a lot from that. It’s quite important to know that the customer can just give us a call if they’re struggling and be able to remote onto their PC and talk them through what needs to be done, and show them how to do it. I think they get a real good value for that.”

Ed Fielding, General Manager, Bearing Transmission & Pneumatics:

“Wayv explained to us about their switch promise, that if there were any problems at all during the switch over process, there would be twelve months of free broadband. Wayv insisted that they put their own broadband line in at their cost to back up the system to make sure that there weren’t any outages.

When it actually came to the day of the switch, everything couldn’t have gone any smoother.”

Tom Steers, Operations Manager, Wayv:

“There’s three main things that we strive for in our onboarding process: Number one is time – we want to save you as much time and stress as possible throughout this whole process. That’s why we take all that away, and we handle that ourselves.

Number two, downtime. There will be little or no downtime on the day of the installation itself. We want to make it look like the engineer is not even there. And we’re that confident, we’ve even got a switch process in place which protects you from this.

And lastly, we want to leave the business with another five star review. We want to ensure that the customer is happy with everything before we leave the site and we’ve done everything possible that we can.”

Ed Fielding, General Manager, Bearing Transmission & Pneumatics:

“The level of communication was excellent. You know, I really can’t fault it. There wasn’t a step that Wayv took without first clearing things with me or informing me. There was never a point where I felt uncomfortable that things were rushing ahead or dragging on.

We knew everything that was happening at every step of the way. There was a demonstration of the actual phone sets themselves, how they would connect; a demonstration of the online services so that we can do things like activate our out of hours service. It’s been an excellent experience. The switch over itself is very, very smooth and very, very quick.

The backup and support – when we had questions in the very early days, we pressed a button on the handset. We’d go straight through to somebody.

There’s not been anything that I’ve thrown at Wayv that they’ve not been able to help with straight away.”

Tom Steers, Operations Manager, Wayv:

“We also arrange site surveys for customers. We’ll send a dedicated Wayv engineer, generally the engineer that will be installing on the day.

This just helps the installation go as smooth as possible, and allows us to answer any questions that you may have.”