An itec customer story

Linking Teams From Anywhere

BGB Engineering found the ideal solution with the Xerox Voice Services team combining fully featured telephony with the familiarity and flexibility of Teams in a single system.

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3
locations
1976
ESTABLISHED IN

CHALLENGE

A dated Phone System

The business had no remote working capability, a particular challenge for flexible working as the business went into lockdown.

Sometimes customers couldn’t get through if someone was already on a call or they didn’t have signal, and the call would be lost.

In addition, the UK and US phone systems were not connected, making them vulnerable to failure, difficult to scale up and down, and becoming too much of a headache for the business.

“We wanted to bring everyone together across the US and UK under one phone system, so when a customer calls up, we can transfer them seamlessly between sites, time zones permitting. For people calling in, it’s going to be a more seamless, responsive customer experience and really backs up our initiative to be ‘one BGB’.”

- Reuben Hall-Smith, IT Manager
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SOLUTION

Introducing Teamslink

Teamslink, a cloud-based solution was installed with a fully featured phone system that integrates with Teams, and is accessible from anywhere over the internet.

Users make and receive calls using the on-screen dial pad on their PC or laptop, via their mobile or using a desk phone as preferred in some communal areas such as the warehouse or dispatch area.

It’s got the ability to be both an office phone system and a remote working solution well. We don’t need any additional bits of software.” Reuben Hall-Smith, IT Manager

“I’ve been really pleased at how well the implementation has gone, and the positive response from our people. TeamsLink enables us to work more flexibly and because it works on a platform we’re already using, it was familiar to people already, which really helped.”

- Emily Edmett, Chief Financial Officer
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RESULTS

Easy to deploy, support and scale

There’s all the familiarity of Teams plus telephony in one platform. No additional hardware was required for desktop users and a single system across the three BGB sites, reducing the overheads involved with running two separate phone systems. The system also delivers a better user experience for staff and customers, and avoids lost calls. TeamsLink frees up IT time from training, deployment and system management with the reassurance of Xerox specialist support on hand if needed.

Seamless customer and user experience
Time Savings for IT
One phone system for all sites & homeworkers

“If there are any technical issues, I can go to my Xerox support contact, and all software updates are done without any requirement from me, allowing me to focus on other things.”

- Reuben Hall-Smith, IT Manager

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