Who are they?
Progressive Safety, Footwear & Clothing Ltd (PSF), a provider of workwear and safety gear, have 23 staff and have been supplying UK businesses for 65 years from Sheffield.
What problem did they have?
When PSF first spoke to Wayv, their primary focus was to upgrade the broadband speed to their premises, and in turn improve efficiency across the site.
Why did they choose Wayv?
When we met with them, they were impressed by the range of features included as standard, which prompted an installation of the full comms system.
What key benefits has the Wayv system brought?
- Customisable reports on phone activity for tracking KPIs and improving performance
- Tracking incoming comms trends for staff organisation
- Ease and speed of making immediate changes, e.g. adding members into call groups at busy times
- Easy customisable on-hold marketing messaging saving cost and time of using external partners
More details about PSF & the Wayv solution
Chris Hill, Customer Services Manager at PSF, has found the new system especially useful in improving team performance and tracking KPIs. Their previous system didn’t have a reporting structure, and they were therefore unable to track metrics relating to the phones. Now, Chris uses the system’s customisable reports to monitor call time and quantity, using this to assess distribution of work across the team.
With an estimated 40-50 phone orders, between 100 and 150 emails, and around 50 website orders per day, the report function allows easy visibility of each team member’s tasks and outcomes. It also allows the team to track trends of incoming enquiries and identify the best time for meetings or activities, avoiding the busiest times. They also use a weekly report to track the team’s outbound call KPIs.
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