Food & drink · Dorset & South of England
A call-centre system that scales with the seasons
Hunt's Food Group began on a Dorset dairy farm in the early 1900s and is now a £110m turnover food distributor supplying businesses across the South of England. We replaced an ageing PBX with a scalable 3CX system across six sites.
The challenge
What Hunt's Food Group needed
Because of seasonal demand, Hunt's needed to expand and contract their call-centre operation. Balanced carefully against cost, the new solution had to be self-managed and scalable across the six sites they run from. They wanted an easy-to-use system that would lift service levels and let managers administer the team through busy and quiet periods.
Their old Shoretel PBX could no longer meet those needs and was becoming a burden to maintain, with many different interfaces required for even the simplest admin task.
What we did
Our approach
Scale up and down without penalty
We delivered a 3CX phone system hosted on Amazon Web Services, giving Hunt's the ability to scale lines and licences without penalty so the whole operation can expand and contract. There's no traditional per-user-per-month model, so there's no cost to add extra users and no complex contracts holding the system back in quieter periods.
Resilience across six sites
Hosting the system off-site improved resilience and let every Hunt's site reach the core system. If one site loses connectivity, the others pick up the slack, while staff at the affected site keep making and taking calls through our mobile app.
The result
Where it left them
Out of the box, Hunt's gained features that had been costly and complex to enable on their old system. The phone system worked 100% on go-live day. Their IT & Systems Director called it a pleasure to work with Cobalt from conception to implementation.
What we used
Services in this project
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