{"id":17187,"date":"2017-09-28T17:03:39","date_gmt":"2017-09-28T13:03:39","guid":{"rendered":"http:\/\/www.intelligentcio.com\/eu\/?p=17187"},"modified":"2017-09-28T17:03:39","modified_gmt":"2017-09-28T13:03:39","slug":"telecoms-provider-wray-castle-is-ready-for-anything","status":"publish","type":"post","link":"https:\/\/www.intelligentcio.com\/eu\/2017\/09\/28\/telecoms-provider-wray-castle-is-ready-for-anything\/","title":{"rendered":"Telecoms provider Wray Castle is ready for anything"},"content":{"rendered":"

Training the telecoms world<\/strong><\/p>\n

Responsible for teaching delegates from some of the world\u2019s largest telecommunications companies, Wray Castle has been delivering world-class telecoms training since the 1950\u2019s. <\/p>\n

Originally based at the historic Wray Castle in the Lake District, the company began life as a training college for merchant navy radio officers. Today, the company develops and delivers cutting-edge training courses, covering everything from mobile communications to Internet protocol training. <\/p>\n

Wray Castle\u2019s trainers are the lifeblood of the company, and over time develop personal relationships with customers. Ensuring these customers can speak to trainers at any time is crucial, and is something that Wray Castle looked to improve by implementing Vodafone One Net Business.<\/p>\n

Challenge:<\/p>\n

Always on the Move\u00a0<\/strong><\/p>\n

Wray Castle is a global supplier of telecommunications training to the telecoms industry. The company trains delegates across a variety of sectors, including large network operators, vendors, manufacturers and government agencies. <\/p>\n

\u201cThe telecoms industry is huge, so we have a team of trainers with their own areas of expertise,\u201d says Karl van Heeswijk, Telecoms Trainer for Wray Castle. \u201cThe training can consist of heavy, technical courses through to simpler overview courses for those who require a general understanding of the technologies.<\/p>\n

\u201cThere\u2019s a lot to the role. We write the courses, deliver them and perform assessments. All this takes place in various locations around the country, so we\u2019re travelling a lot,\u201d says Karl. A huge part of Wray Castle\u2019s service is having trainers available to customers whenever they need them, even when they\u2019re on the move or in a training session with a different customer. <\/p>\n

Alongside this, Wray Castle provide direct telephone numbers of all its trainers through the company website, recognising that many customers may want to speak to a trainer directly.<\/p>\n

\u201cCommunication with our customers is vital. Once a training session finishes, the customer gets access to Wray Castle\u2019s information base, which also includes access to our trainers. So, at any time, a past delegate can call us with a technical query and expect to get an answer,\u201d says Karl. <\/p>\n

Previously, if a trainer was absent or unavailable, there was no system that allowed staff to relay customer calls to another member of staff. If a trainer was out of the office or occupied in a\u00a0training session, they were uncontactable. Wray Castle required a phone system that allowed them to deliver training to present delegates, while continuing to provide ongoing support for past delegates. <\/p>\n

The company also recognised a need to implement a system that improved the way the company communicated internally. Vodafone\u2019s One Net Business was the chosen system to give the company the versatility it required.<\/p>\n

Solution:<\/p>\n

One number for everything<\/strong><\/p>\n

Straight away, Wray Castle recognised the importance of Vodafone\u2019s One Net system and what it could bring to their way of working. \u201cThe very simple concept of combining desk phones and mobile phones is great from the start, so if I\u2019m at my desk I can answer the phone and if I\u2019m out in the field I can answer my phone. With this system, anybody can get hold of me by dialling one number, whether I\u2019m using my desk phone or mobile phone. Vodafone One Net is perfect for that,\u201d says Karl. <\/p>\n

Trainers can now be in the middle of a training session and have a colleague respond to a customer call on their behalf, thanks to One Net\u2019s\u2018Hunt Group\u2019 feature. This means Wray Castle can remain focused on improving customer service while delivering world-class training. <\/p>\n

\u201cIf I\u2019m in a training session and can\u2019t answer my phone, the call will trip through to a \u2018Hunt Group\u2019 where one of my colleagues can pick up that call and assist that customer. This system means the customer knows they will always get an answer to their question,\u201d says Karl. <\/p>\n

\u201cVodafone One Net makes everybody in the company contactable for the customer. It\u2019s a great tool that\u2019s really changed the way customers get in touch with us,\u201d says Karl. <\/p>\n

Result: <\/p>\n

A relationship of efficiency <\/strong><\/p>\n

Immediately, Wray Castle saw the benefits of using a joined-up system that connected each member of staff. \u201cVodafone One Net really allows us to focus on our customers, because we have the confidence that no matter when they contact us or how they contact us, whether its mobile or landline, they can get the assistance they need,\u201d says Karl. <\/p>\n

Vodafone One Net Business has given Wray Castle the chance to truly connect with customers, by allowing the business and its trainers to never miss a call. \u201cOne of the key strengths of Wray Castle is our strong relationship with customers. Now, customers know they have a technical support line to call if they have a technical query which they can\u2019t resolve. This is so important, because it reinforces the relationship and a sense of \u2018we\u2019re always there\u2019. It\u2019s a relationship of efficiency and it shows that a high level of support is guaranteed,\u201d says Karl. <\/p>\n

For Wray Castle, the benefits of using Vodafone One Net Business go beyond improving the customer experience. By having a system that allows staff to redirect calls and respond to requests quicker, the company is seeing the benefit of being both more agile and more responsive to customers.<\/p>\n

\u201cIf an engineer is working on a project, and hits a problem that they\u2019re trying to resolve, they can call us and get an answer right away. That\u2019s a wonderful bonus for them and it associates Wray Castle with that project. That way it helps everybody,\u201d says Karl. <\/p>\n

Wray Castle\u2019s trainers are a passionate group of people always looking for ways to improve how they deliver training and how their delegates receive that training. Using Vodafone One Net Business, Wray Castle has given its trainers the opportunity to do that, by revolutionising the way they communicate.<\/p>\n

\u201cFor us trainers, good communication is absolutely vital. With Vodafone One Net, you\u2019re helping people solve problems, and that\u2019s the most fulfilling part of the job,\u201d says Karl. \t<\/p>\n","protected":false},"excerpt":{"rendered":"

Training the telecoms world Responsible for teaching delegates from some of the world\u2019s largest telecommunications companies, Wray Castle has been delivering world-class telecoms training since the 1950\u2019s. Originally based at the historic Wray Castle in the Lake District, the company began life as a training college for merchant navy radio officers. Today, the company develops […]<\/p>\n","protected":false},"author":21,"featured_media":17188,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[205,48,14,248],"tags":[657,658,659,660,661,662,663,664,645,665],"class_list":["post-17187","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-case-studies","category-mobile","category-more-news","category-telecom","tag-communication","tag-government-agencies","tag-internet-protocol","tag-large-network-operators","tag-manufacturers","tag-mobile-communications","tag-telecoms","tag-vendors","tag-vodafone-one-net-business","tag-wray-castle"],"acf":[],"publishpress_future_workflow_manual_trigger":{"enabledWorkflows":[]},"_links":{"self":[{"href":"https:\/\/www.intelligentcio.com\/eu\/wp-json\/wp\/v2\/posts\/17187","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.intelligentcio.com\/eu\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.intelligentcio.com\/eu\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/eu\/wp-json\/wp\/v2\/users\/21"}],"replies":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/eu\/wp-json\/wp\/v2\/comments?post=17187"}],"version-history":[{"count":0,"href":"https:\/\/www.intelligentcio.com\/eu\/wp-json\/wp\/v2\/posts\/17187\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/eu\/wp-json\/wp\/v2\/media\/17188"}],"wp:attachment":[{"href":"https:\/\/www.intelligentcio.com\/eu\/wp-json\/wp\/v2\/media?parent=17187"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.intelligentcio.com\/eu\/wp-json\/wp\/v2\/categories?post=17187"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.intelligentcio.com\/eu\/wp-json\/wp\/v2\/tags?post=17187"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}