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. Orders and enquiries come through a range of means; phone, email, website and on-site visitors, so it’s important that their connectivity is consistent. They switched their phone and broadband to Wayv at the end of 2023.
When PSF first spoke to Wayv, their primary focus was to upgrade the broadband speed to their premises, and in turn improve efficiency. However, 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.
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.
Overall, the Wayv system has given PSF a more efficient platform to manage their comms. Chris commented on the ease and speed of changing hunt group members, for example, adding members to cover staff shortages or especially busy times. With the new system, these additions take effect immediately, whereas they used to have around a half hour delay. Being able to update on-hold marketing messaging in-house – which previously had to be done by a third party – is also a bonus for PSF, as these change regularly, in line with seasonality and product offers.
When asked about the overall experience switching to Wayv, Chris commented:
“It’s an easy system to use and to modify when changes need to be made. The whole care team are brilliant – very quick to act, great communication and they’re all sound – as soon as I ring up, I know it’s going to get sorted quickly and easily.
While it took a while to get the internet installed to start with, the delay wasn’t caused by Wayv – and they were really good at liaising with City Fibre to get things working how they should.”
Request a Call Back
By submitting this contact form, you agree to us using your information in line with our Privacy Policy.
