Retail Phone System Case Study | Progressive Safety

Historic retail phone system case study

This historic case study explains how Wayv helped Progressive Safety improve broadband performance, call reporting and day-to-day control of its business communications.

Case study status: This article documents a past customer project. Companies House records show that Progressive Safety Footwear and Clothing Limited entered administration on 16 April 2025 and moved into creditors’ voluntary liquidation on 1 October 2025.

Sector: Workwear, safety footwear and PPE
Location: Sheffield at the time of the project
Initial requirement: Faster, more dependable business broadband
Wider solution: A phone system with call reporting and flexible management

What communications challenge did the retailer face?

The initial priority was to improve the speed and reliability of the broadband connection at the Sheffield premises. Slow connectivity affected a site handling customer enquiries across several channels.

The team also identified limitations in its previous phone system. It lacked useful reporting, making it difficult to measure call volumes, monitor service levels or understand how work was distributed across customer service.

What solution did Wayv provide?

What began as a business broadband conversation developed into a wider communications project. Progressive Safety selected a phone system with a range of business communication features included as standard.

The setup gave managers access to customisable call analytics and reports. It also made routine changes easier, such as adding colleagues to call groups during busy periods and updating on-hold marketing messages without an external supplier.

What benefits did the project deliver?

Improved broadband performance at the Sheffield site
Customisable reports for call volumes, duration and outbound activity
Clearer visibility of workloads and peak enquiry times
Fast changes to call groups when demand increased
In-house control of on-hold marketing messages
A communications setup designed around a multichannel retail operation

How did call reporting support the team?

Chris Hill, Customer Services Manager at the time, used the reporting tools to monitor call duration and volume, review outbound-call KPIs and assess how work was distributed across the team.

During the original interview, the business estimated that it received 40–50 phone orders, 100–150 emails and about 50 website orders on a typical day. These historic figures illustrate why visibility across communications channels mattered. Reports helped the team identify enquiry trends and plan meetings or other activities outside the busiest periods.

What can other retailers learn?

Retail communications should be reviewed as one connected system. Broadband quality affects online orders, cloud tools and customer service, while phone reporting helps managers understand demand and resource their teams.