Resource Telecom Group

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RTG helps BCF Technology go global with virtual telephony

Resource Telecom Group (RTG) were tasked to bring veterinary imaging company BCF Technology’s telephony up to date, by enabling their customer care department to work-anywhere with a cloud based system called Horizon. Now its network is virtual, and it has expanded to a truly 24 hour provider.

Bellshill-based BCF Technology provides X-ray and other imaging solutions for a wide range of veterinary practices, and have five offices as far afield as Minnesota, Ireland and India. Its products are distributed from 43 suppliers worldwide, meaning it needs to provide customer care to a wide range of time zones.

Their recent expansion started from the move to the Bellshill offices. Previously, it had relied on a ten year old, on-premise cable system, and had been having significant problems with call quality. The global nature of the business meant a 24 hour capability, with significantly improved call quality was needed.

Initially, BCF tried to transfer the previous system and continue with the on-premise telephony, but it soon showed its age. This was where RTG stepped in with Horizon, a virtual telephony network based entirely in the cloud.

RTG also gave BCF full control over its ‘dashboard data’ meaning it could see real time call data from each of the transnational hubs, realising invaluable statistical depth so BCF can better serve customers.

Gerry Porter, IT and Finance manager for BCF, said: “Horizon really ticked all the boxes for me. The system reduced IT overheads significantly, with nothing on the premises.

 

“We’re still realising the benefits. As recently as last week, we were able to pair the Horizon phones with personal mobile, customer care staff’s personal landlines. It means they can work from home, or from anywhere with internet access.

 

“Most important for me, the call quality is superb. We’re able to look after customers in every time zone, and be clear and understood.

 

“The engineers from RTG were first rate. They did the whole installation over a weekend, and they had pre-ported the variety of numbers across to a single phone number, meaning it was just a case of unboxing the right phone for the right desk, and there were no problems with the transfer of system.”

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Panasonic Business Solutions Centre for both ISDN & Voice Over IP (VOIP) Telephone Systems. Mitel Partners. Horizon from Gamma Partners.