FlameCare business phone system case study
At a glance: FlameCare provides boiler servicing, installation and cover plans to customers across Derbyshire, Nottinghamshire and South Yorkshire. Because customers rely heavily on the phone to arrange services and report problems, the team needed a reliable, easy-to-use business phone system backed by responsive support.
The challenge: unreliable calls and slow support
FlameCare’s previous telecoms arrangement had become increasingly expensive, while service quality was not meeting the team’s needs. Unreliable lines, dropped calls and slow responses to support requests made everyday customer communication more difficult.
For a boiler-services business, every missed or interrupted call can delay an enquiry, appointment or service request. FlameCare therefore began looking for a more dependable communications partner and a phone system that would be simpler for its team to manage.
Why FlameCare chose Wayv
When FlameCare compared telecoms providers, the team felt Wayv offered a more attentive and practical approach. The initial consultation focused on how FlameCare works, the importance of reliable customer calls and the support the business would need during and after the switch.
Although time remained on FlameCare’s existing contract, Wayv helped plan and manage the transition. The new system was introduced without disrupting day-to-day phone service.
Key benefits for FlameCare
- A managed switch: the transition was planned to avoid disruption to customer calls.
- More reliable communications: staff have a dependable system for handling customer enquiries and service requests.
- Fast, responsive support: WayvCare provides a clear point of contact when help is needed.
- Simple day-to-day use: the iPECS platform is easy for the team to operate.
- Access to call history: authorised staff can retrieve historical customer calls when required.
The solution: a managed iPECS phone system
Wayv supplied FlameCare with an iPECS business phone system and ongoing WayvCare support. The system gives staff straightforward calling tools and makes it easier to retrieve historical customer calls when needed. Wayv’s team also helps FlameCare use the system’s features and resolve queries quickly.
What FlameCare says about Wayv
Laura highlighted the speed of support and the level of communication from the Wayv team:
“The turnaround of getting help, and the level of contact – if we’ve ever had a glitch, it’s sorted within 10 to 15 minutes at the most. I’ve never experienced a company like it – it’s absolutely fantastic.”
Frequently asked questions
Why does a boiler-services business need a reliable phone system?
Customers may call to arrange servicing, discuss cover or report a fault. A reliable business phone system helps teams answer and route those calls efficiently, reducing the risk of missed enquiries and delays.
Can a business change phone systems without disrupting customers?
Yes. A carefully managed migration can include number porting, configuration, testing and a planned changeover. Wayv works with each business to minimise disruption during the switch.
Can staff retrieve previous customer calls?
Depending on the chosen configuration and permissions, an iPECS system can help authorised users access call history and recordings. Businesses should set appropriate access, retention and data-protection policies for any recorded calls.
Improve your business communications
Need a reliable phone system for a field-service or building-services business? Tell Wayv about your current setup and the team will recommend a practical solution for your calls, connectivity and support needs.
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