Client Overview

PH Jones is a nationwide property maintenance and utility metering company with a combined turnover of £80million. They have 29 regional offices across England, Scotland and Wales and their Head Office is based in Cheshire. Over the years PH Jones’s portfolio of clients has increased and now includes some impressive names including Homeserve, Scottish Power, Birmingham City Council and Six Town Housing. In March 2010 an office move resulted in one of our strategic partners Samsung, who were responsible for all of the CCTV for PH Jones recommending Microcare to the Commercial Director. He was looking to review the telecommunications set up for PH Jones.

The Challenge

PH Jones is growing rapidly and has a vision as a business to treble its turnover in the next five years. To be able to achieve this they were faced with the need to invest in the telecommunications systems they had within the organisation. The existing system was now struggling to manage the demands of their existing clients that had resulted from the growth of the business over the last few years.

PH Jones wanted to provide an excellent service to their customers from reporting to call handling and were unable to do this confidently, due to the existing system. They needed to find a partner who would invest time and had the expertise to recommend a system that would meet the requirements of the business now, but would also allow PH Jones to grow without additional investment over the next five years.

The Process

As part of the tender process Microcare invested time looking at the system they had, how they worked and linked the offices, what they did and ultimately what they wanted to offer their clients. Microcare then ‘Established Needs’ and created a report that showed the essential and non essential requirements. This report then allowed us to review what was available in the market from our strategic partners and choose the solution that best suited PH Jones’s business.

Microcare recommended an Avaya system and delivered a presentation that explained why it was recommended, what the benefits were and how much it would cost. As part of the pitch we also linked in directly with the manufacturer in Germany and had a live demonstration of the proposed system via the internet. This allowed PH Jones to ask questions, see the system in use and be totally confident before committing.

The Result

Following a 4 way pitch Microcare were successful in winning the business based on our capabilities as a business, the expertise, passion and time invested in understanding PH Jones as a business and the system that was recommended.

Timescales were met for the implementation, all the project planning was provided so that PH Jones knew what was happening when.

The system was completely documented and the engineering and in-house training was completed successfully allowing it to be a seamless transition from old system to new.

PH Jones are now totally confident that they not only delivering exceptional service and reporting to their existing clients, but that it will support their five year growth plan.

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