Complete IT provide market leading IT support services to over 320 SME clients, and have done for over 20 years. They have recently adopted the latest technology in shared network services from GHM Communications to give them complete visibility and connectivity across their nine offices.
Complete IT is a growing company in terms of office locations and the number of staff they employ. In addition, there is a large proportion of remote working, particularly for their field based teams. Encouraging and maximising productivity out of the office was key as well as ensuring all workers felt connected and supported at all times.
GHM installed a Samsung 7200 telephone system with a Samsung Exchange facility.
Simon Bell, Head of Technology at Complete IT says: “Using Samsung XChange we are able to see which co-workers are online and available, who they are speaking to if on the telephone and what their movements and diary plans are which is essential for our helpdesk efficiency
GHM also integrated the system with internal CRM databases at Complete IT. When a customer calls the office, their record is automatically displayed on the computer screen or mobile device.
Simon adds: “We are able to immediately see all the clients’ information including which team they covered by, contact details and their job role. This allows us to deliver a more personalised experience from the start of a phone call without having to ask the user all of this information.”