Delivering better communications
Expect Distribution are experts at delivering bespoke logistics packages for their clients across the UK, from palletised and international distribution to contract logistics and warehousing.
Fusion’s goal was to provide Expect with a world class replacement for their telephone system ensuring their clients could get through to the right person, first time and to also provide live management reports, allowing team leaders to manage the call flow and ensure they have enough operators to deal with queries efficiently.
Fusion implemented a Wildix solution within the main VOIP softphones using headsets and a fully customised reporting and internal address book platform that integrated with their existing backend systems to ensure that the operators knew who they were talking to before the caller had to explain where they were calling from. The PowerBI based dashboards we created were fully customisable to present the key data that was needed and able to be changed at will if the business required it.
As part of the move to ensure their head office would never be without telephony, we implemented a completely diverse routed internet connection. This meant two completely separate circuits following different routes to the exchange, these two circuits are configured to automatically fail over and will never have planned engineering works at the same time and enables us to give 100% uptime.
“Wildix and in particular the implementation that Fusion crafted bespoke for Expect how enabled us to move on in a crowded and extremely fast paced market.”
Andy Taylor – Director of Transport
“Though the implementation of Wildix we now know better than ever how we are meeting our customers needs and expectations. It has allowed me to manage departments and the distribution of calls to the correct people. It has also ensure that we can hit our internal KPI / mantra that no call will go unmissed.”
Kirsty Maginnis – Service Excellence Manager
You can read the full case study here.
Moving to the Cloud
Fusion was appointed by The National Door to Door Company to help manage and support their IT and during Covid helped them move to the Cloud. Allowing staff to work from anywhere, improve security, and cost were among top drivers for their cloud migration.
“Planning for all our employees to work home commencing July 2019 was a worrying proposition at first. Our IT had previously been handled by our head office in the USA, and even working from an office had at times been a challenge when something went wrong. Since transferring the support to Fusion all worries were allayed quickly. As a small company, the programs we use are by individuals rather than all of us so Fusion being able to handle that for us was imperative.
We expected hiccups and were pleasantly surprised these were minimal and dealt with speedily. The support provided is fast and knowledgeable, and given to us based on our somewhat limited knowledge in a way we can understand. Through the current unprecedented times, Fusion have handled the additional challenges and moving to home-based working for all our employees has been a perfect choice.”
Moving to Cloud home based working for all our employees has been a perfect choice. Through the current unprecedented times, Fusion have handled the additional challenges well and continue to provide fast and knowledgeable support.”
Julie Hawksby, Finance Manager
Creating an online Client Portal
Fusion were appointed by Ramsdens Solicitors to create an online portal where they could ease the conveyancing process for their clients and allow their clients to have up to date information at their fingertips. This would be achieved via the display of real time data in the Fusion Client Portal.
“Fusions’ technical capability makes our partnership with them a good strategic fit and will help us to deliver the future innovations our clients need. Clients want more control over their legal affairs and are seemingly prepared to sacrifice human interaction, favouring instead the speed, efficiency and security that our client portal can offer, all thanks to Fusion.”
Lindsey Frith, Partner and Head of Conveyancing
Coping with rapid growth
Fusion have been working with Bush & Co for a number of years. They have grown exponentially over the last few years and their existing server infrastructure was in need of a refresh due to the age of the software and the underlying hardware.
After careful consideration, we chose to pursue the avenue of buying physical servers and running VMWare on premises to allow the maximum flexibility and to keep the ongoing cost as low as possible.
“In 2020 Fusion delivered a complete refresh of our server infrastructure. This left us in a great position to deliver our long-term strategy, but also provided the resilience required to cope with the COVID-19 crisis. We were able to mobilise our office staff to work from home in 48 hours, and with Fusion’s support have been working that way ever since with no impact on system performance.
Having built the relationship with Fusion over the last 7 years they have a great understanding of our business and our people and know how to support us in the most effective way. It also allows constructive conversations about future development opportunities of our core operating system.
They are a great team, always happy to help, and have received particularly great praise from our staff and consultant population for their support over a few challenging months.”
Nick Bourne, Business Services Manager
Fusion have been working with Law Firm Services and the migration to fusionCloud.
“We agreed to move to the Fusion Cloud at the end of 2019 and it was implemented in February 2020 before the Covid Pandemic. It has been a major factor in NSS being able to deliver a consistent service, with all of our staff now working from home. The system has been very stable with minimal downtime and we continue to receive excellent service and support from the Fusion team.”
Richard Mattiahas – Sales & Marketing Director