Freight forwarding and logistics firm gains extra mileage through CallSwitch UCaaS

Because it tried to reconfigure after discovering throughout lockdown that the shortfalls of its legacy comms system have been truly affecting enterprise in the long run, London Heathrow Airport-based worldwide freight forwarding and logistics firm Sandford Freight UK has revealed the way it turned to cloud-hosted unified collaboration and communications (UCaaS) know-how to fulfill calls for for versatile and cost-effective comms.

Established in 1998, Sandford Freight has expanded quickly and at the moment serves a worldwide buyer base, being recognised for delivering an expert and private service with operations together with air, sea and highway freight. With a continuing requirement to be instantly out there to clients and suppliers, telecoms sit on the coronary heart of Sandford Freight UK’s day-to-day operations. Additionally, in a aggressive trade pushed by service ranges, assured on-time deliveries and cost-effectiveness, the flexibility to speak successfully is crucial.
In 2020, when the Covid-19 pandemic compelled the UK into the primary of a number of lockdowns, Sandford Freight UK was required to implement remote working for its workers, and its current system was unable to assist this new means of working. Additionally, the corporate was challenged by an out-of-date name bundle that didn’t assist the quantity of worldwide calls made by the enterprise as a part of its on a regular basis operations.
“After we have been required to maneuver to distant working for many of our workers, our outdated system simply didn’t have the flexibleness to assist us,” mentioned basic supervisor Daniel Walker. “We may solely ahead calls to 1 quantity, so our managing director needed to deal with all our name visitors. We weren’t ready to make use of an auto-attendant, and since we couldn’t use cellular functions or have workers take calls from their desktops, the enterprise actually struggled to proceed easily.
“Managing out-of-hours calls is only a regular a part of our trade, it’s fairly 24/7. As soon as lockdown was over, we realised most of the shortfalls of our system have been truly affecting our enterprise in the long run, so we got down to discover one thing extra versatile.”
After session, Sandford Freight UK opted for a TelcoSwitch CallSwitch cloud-hosted UCaaS system to fulfill the corporate’s calls for for a versatile and cost-effective communications resolution that might ship productiveness to a distributed workforce and assist out-of-hours name visitors when wanted.
As a part of the service, Sandford obtained premium Yealink desk telephones for every of its 20 workers as a part of its subscription, together with free entry to proprietary CallSwitch Communicator cellular and desktop functions, and WebRTC browser entry. The enterprise additionally opted so as to add a sophisticated convention unit to its bundle for the corporate’s boardroom.

A bespoke name bundle was supplied, with sufficient worldwide minutes supporting the frequent calls to abroad areas made by workers, and customized auto-attendant messaging permitting for extra clever inbound name routing to enhance customer support.
“It was time for us to actually overhaul the system we had in place, so it was essential we discovered a provider who may seek the advice of us round our necessities,” mentioned Walker. “The CallSwitch pre-sales engineers took the time to grasp our enterprise and actually offered us on the advantages of the CallSwitch platform.”
Since implementing the brand new system, Sandford says it has seen many productiveness and cost-saving advantages which have helped to assist its development aspirations, whereas enabling it to fulfill the excessive ranges of service its clients anticipate. With cellular and desktop entry for workers, the enterprise is claimed to have the ability to provide extra flexibility round methods of working, with buyer calls simply made and obtained from dwelling when required, both in or out of workplace hours.
The worldwide name bundles have additionally helped to scale back prices, with lots of Sandford’s often dialled abroad locations included without cost. With free calls between extensions, the corporate additionally advantages from no prices for inside calls, and even advantages from the CallSwitch inside chat service.
“CallSwitch has improved our potential to speak with clients, and internally,” added Walker. “All our workers now have the Communicator app on their mobiles and computer systems, and it’s really easy for them to make calls usually wherever they’re. It’s far more environment friendly. The system has been extra dependable than our earlier one. We’ve not likely had any points, however the one time we’ve needed to increase a ticket, it was solved shortly with out us having to chase.”

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