Transcription of Case Study

My name is Warren Stroud and I am the Managing Director at Voice2Voice Ltd. We are a international business that have been in business since 2003. We concentrate on multi-site organisations, supplying them with their telecommunication infrastructure and services.

The reason why we selected The Layer was to move away from various other programmes like Microsoft Dynamics, which was running our CRM, various spreadsheets, which were running the back office side of things, and various subscription models that handled all of our quoting processes.

From an order management perspective we never really had something in place that could take the equipment quoted within a proposal and follow that right through to invoicing. The Layer addresses that perfectly with barcodes, scan readers and a simple process of taking an order and processing through from a customer services perspective.
The Layer captures every bit of information that is needed here at Voice2Voice. The dashboards give us a good idea of what’s happening within the organisation. Our sales dashboard can tell us prospects, to quotes that have gone out, and even margins that can be made on the various deals that are out there. Help desk dashboard gives management information on cases that need addressing urgently [inaudible 00:01:33] being breached and general customer service.

My recommendation for someone who’s looking to change their CRM package, especially in the telecommunications industry, is to be quite wary. There are a lot of products out there, we’re a prime example of a company who used many of the products that are out there. When we found The Layer, we now know that it encompasses everything that an IT support or telecoms company requires in order to run their business.

I would definitely recommend The Layer to anyone who’s interested in it. It has brought this business to a new level with regards to profitability, efficiency and customer service.

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