Back on the air in thirty minutes

Business

Benzina Garage

Sector

Automotive repair

Where

Sydney, NSW

Platform

Uniden Voice over Cloud

The business

Benzina Garage is a Sydney automotive workshop. Like most workshops, its booking diary is filled almost entirely over the phone, and like most workshops, the people qualified to answer technical questions are usually under a car.

What was breaking

Something considerably more urgent than a feature gap. The previous provider disconnected the service, and the workshop lost its phone number.

For a business whose entire inbound demand arrives on one number that customers have had in their phones for years, this is close to the worst possible failure. Every hour without it’s bookings that go to whoever answers instead.

What changed

Uniden Voice over Cloud restored the number and had the workshop taking calls again within thirty minutes, then rebuilt the phone system properly around it.

• Number recovered and live on the new platform the same morning.
• Calls answered on mobile and desktop apps, so a call is answerable from the workshop floor rather than only from the office.
• Call flow set up so that a booking enquiry and a parts supplier don’t arrive the same way.
• No hardware purchase required to get running, with handsets added afterwards.

The result

They managed to get my number back online after my previous provider disconnected my service, in a matter of 30 min we were back to business.

Lukey Luke, Owner

Thirty minutes is the number worth sitting with. Not because every recovery is that fast, but because it tells you something about where the people who can fix your problem actually work. A provider that owns its own platform can act. A provider that resells somebody else's opens a ticket.

Why it’s relevant to you

Ask any provider you’re shortlisting what happens if your service is disconnected in error, and who specifically does the fixing. The answer to that question is a much better predictor of your next three years than the feature comparison you were about to read.

Other case studies

• Coco's Wealth of Health: the shop that answers the phone from anywhere
• Optical Solutions Australia: five phone systems that couldn’t call each other
• Pracbill: when the phone system sells the software

Details and quotations sourced from material published by Uniden Voice over Cloud. View the original. We’ve not independently audited the outcomes described.