The Challenge
Crampton & Moore is a well-established retailer known for providing high-quality electronics and home appliances. As a business that handles a high volume of customer interactions, having a reliable, scalable, and easy-to-manage phone system is critical to their success.
Crampton & Moore needed an upgrade on their phone system to meet their growing business needs. Their requirements included:
- A modern, flexible telephony solution with call recording capabilities
- Minimal downtime during migration to avoid disruption to sales and customer service
- Training and support to empower their team to manage the system independently
- A trusted provider with a strong, supportive relationship rather than just a cost-effective option
The Solution
Following a recommendation from their IT partner, Crampton & Moore explored multiple providers and engaged in a tender process. Their decision was ultimately based on the strong relationship and service approach offered by Millgate Connect, rather than just cost.
Millgate Connect implemented a cloud hosted telephony solution designed to improve reliability, flexibility, and ease of management.
The Millgate team also provided comprehensive staff training, enabling the team to manage the system independently.
Implementation & Key Features
Call Recording & Management – Essential for handling customer queries, sales, and complaint resolution
Handsets & Softphones – Providing flexibility for staff to work efficiently from any location
Porting & New Direct Dial Numbers – Ensuring a seamless transition with minimal downtime, implemented at the end of the business day to avoid disruption
Comprehensive Training – Enabling staff to confidently manage the system, reducing reliance on external support
By partnering with Millgate Connect, Crampton & Moore has transformed their business communications, ensuring a scalable, efficient, and easy-to-manage phone system. With minimal disruption, full support, and a customer-first approach, they now have a future-proof solution that supports their continued success.
The Results
The transition to the new system was smooth, straightforward, and well-managed. Thanks to the porting process and strategic timing of the switch, Crampton & Moore experienced very little downtime, allowing business operations to continue uninterrupted.
Impact on Business Operations:
Improved Call Handling – As a business that relies heavily on phone interactions for sales and customer service, the new system ensures consistent and reliable communication
Greater Independence – With training, the team can manage changes in-house, saving time and increasing efficiency.
Stronger Supplier Relationship – The people-first approach from Millgate Connect was a key factor in the decision-making process and continues to be a valuable aspect of the partnership
I like the people at Millgate, they are always kind, considerate, and helpful. They’re always at the end of the phone or email, and they are approachable.
