TSI blog michael fassbender struggling with phone

Enabling Kay Electrical & Security to increase productivity

The client

Kay Electrical & Security Ltd provides electrical and security services including design, installation and repairs, in locations throughout North and Central London.

Established for over 17 years, the Islington-based company has built a strong reputation for delivering quality services.

Due to the services they offer, the electrical company needed a telecommunications partner that they trusted to complement their services, and streamline their customer interactions.

 

The requirement

After working with BT for a number of years, Kay Electrical & Security said that the services they were offered were basic and out-dated.

Kamel Sengul, director at Kay Electrical & Security, commented: We were looking for more from our phones. I felt that we were not big enough for BT to care about and to bother finding out what we needed. I don’t think I ever spoke to the same person twice.”

The electrical company had already built a strong relationship with TSI, by working on new build and refurbishment projects of high street fashion retail brands together.

“We have always been impressed with TSI’s professionalism and attention to detail, and we were very confident in using TSI for our own telecom requirements,” Kamel continued.

“With TSI I never felt that the size of the company was important to them. It was just about making sure that Kay Electrical had the best solution to fit our company.”

 

The solution

Firstly, we discussed the telecommunications objectives of Kay Electrical & Security, and recommended the CallSwitch solution. This gave the company a soft phone on their laptop and a mobile phone app to make and receive calls.

“TSI actually recommended supplying less services than I asked for, which kept the cost lower than I had budgeted, yet provided more flexibility than expected,” Kamel explained.

“I believed I had to have fixed handsets in three locations, but I was shown a demo of the CallSwitch solution.

“I appreciated their honesty in supplying what I actually needed, instead of what I thought I needed.”

 

The results

Once Kay Electrical & Security agreed to the system, we installed what was required, and showed their team how to use it to the best effect.

Kamel said: “Everything ran smoothly right from the initial quoting through to the installation and everything was explained in terms that I could understand, not jargon.

“TSI managed the porting of my main business number and checked when it was appropriate for it to take place, to ensure there would be no problems with any customers contacting me.

“Simon at TSI found out how I wanted the system to be configured to best suit the needs of my company, and came in to my office to install the handsets. He also provided training on how to use the phones, soft phone and mobile app.”

Speaking about the system and our on-going support, Kamel added: “Since having the new service installed, I have found that I have more time working on the company and not trying to answer every call that comes in.

“It has allowed me to be more flexible. I can work anywhere as though I am in the office.

“TSI have always been helpful and have dealt with my queries and requests within 24 hours. I get to deal with the same people every time, so they understand how our system is set-up.”

 

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Topics: Case study

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