Fletchers & Company Estate Agents have three offices in and around Derby, and cover a large part of Derbyshire. They’ve been with Wayv for over four years and we’ve supported them as they’ve expanded and opened their new sites. Owner, Steve Fletcher, tells us about their experience, with a specific focus on the Wayvcare support they have received over the years.
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Steve Fletcher, Director, Fletcher & Co:
“I’m Steve Fletcher, director of Fletcher and Company. We’re independent estate agents with three offices covering homes across Derbyshire. Previous service we had, we did have a bit of a nightmare. When we looked at changing all the equipment, all the systems, we spoke to two or three different providers.
We got different quotes, we got a feel of how each company operates. But really, that next level of building the trust, getting the commitment, looking at the service levels, and looking at what a company protects us with as far as their guarantees, their commitment to make sure that once we’ve got phones in place and contract signed, that that service continues. So that for us was a huge element in picking Wayv, that’s really stood apart.”
Liam Parnell, Managing Director, Wayv:
“The success of our WayvCare team is what defines our business and the service we provide to our customers.
It’s about delivering on our promises. Every customer benefits from our WayvCare team and service. We don’t believe that if something goes wrong when you’re paying for a service, you should then have to pay again to get that issue resolved.”
Steve Fletcher, Director, Fletcher & Co:
“One of the big points for us that Wayv put in place was the compensation scheme.
For us, that was a big point from previous experience – we knew if a company was willing to offer that, we are not going to be having the problems – and it was a big tick box for us.”
Ben Gilliver, WayvCare Support Engineer:
“For new customers coming on board, they all have their dedicated support engineer, which is always their point of call for anything they need. It’s as simple as just giving us a call, and there’s no wait times – you just get straight on the phone, speak to your dedicated support engineer, and they take care of you.”
Steve Fletcher, Director, Fletcher & Co:
“I think Wayv has just been superb.
Right from the start of speaking to the sales team, having that relationship, whether it’s been at the initial branch, the second branch, the third that we’ve bought on, we’ve always dealt with the same person. The WayvCare is just superb. That has been a massive thing that we’ve seen. Not only being happy with your equipment and everything, after that, that’s really where, I think, Wayv come into their own. Having something resolved – if we’ve had changes we need to make, if we’ve had any sort of issues that we need to try and resolve, it is so quick and seamless to just press straight onto the one-touch system.
Usually, anything within the first ten, fifteen minutes that we’re speaking, it is dealt with and it’s done. And these things aren’t necessarily issues that we’ve had. It’s changes within our business; it’s things that we need to quickly put in place. So a quick resolution, a quick contact, and somebody who knows and understands the business and cares has been a massive difference.
That, for me, has been probably quite surprising because we don’t find it and certainly never found it with any other telephones company. So that, I would say, is a massive plus-point. Nobody wants to hang around waiting for a resolution of a change that they need within their structure, and I think the WaveCare for us has just been an absolutely huge benefit to us as a business.”
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