Freidman FM is UK-wide, forward-thinking facilities management service provider that goes above and beyond simply delivering a service. Through their extensive, carefully thought out services portfolio, they work with customers on an individual basis to create high quality, sustainable and value added solutions for businesses of all sizes and sectors.
Freidman’s exacting service levels and bespoke, flexible delivery model allows them to support their customers across all their requirements, whether through an individual service line or through a fully managed service.
Freidman FM wanted to take a more strategic approach to their communications technology – particularly the integration of voice and collaboration tools into the workplace as well as the capability to work remotely, flexibly, and more efficiently.
Freidman FM had a legacy telephone system and legacy telephone lines that didn’t give them the ability to take advantage of newer technology or handle unplanned spikes in their call traffic.
The existing system also offered no flexibility for home working or presence status of employees working in the office or remotely.
Evoke recommended the multi-award winning Avaya Cloud solution, which provided Freidman FM with a hassle-free migration to a secure, reliable platform.
Freidman FM employees are now able to call, chat, collaborate and access business apps on any device, anywhere. Free of charge IP handsets were provided for office employees and seamless remote worker capability via an intuitive, easy to use Unified Communication application deployed on a PC, Laptop or Smartphone.
The Freidman FM team can now see live presence of all staff, no matter what device they are choosing to work on or where they are located.
In addition, Evoke provided a ‘SIP Trunk Call Manager’ solution which gives the Freidman FM team instant control of all routing and an automated, on demand queuing system to support any periods where enquiries exceed available lines.
As Freidman FM had already deployed an elegant solution for business continuity long before the COVID-19 pandemic hit, they were able to successfully deploy all staff to remote working from day one. This forward-thinking approach resulted in zero disruption to their business or service levels.
With presence status for every worker, whether they be on a phone, laptop or mobile handset, the Freidman team can now transfer calls with speed and certainty, improving overall customer service and experience whilst improving efficiency.
Following the impact of COVID-19 on working patterns, the move to remote working was so successful in terms of improving productivity, efficiency and employee satisfaction that the Freidman senior leadership team decided that there was no good reason to return to an office environment.
A decision was made to close their Hertfordshire office altogether enabling Freidman FM to operate a permanent work-from-home model. This new and effective strategy ensures a COVID-19 safe working environment for employees, whilst saving unnecessary business costs.
While Freidman FM as a business are clearly flourishing in the new normal, they have also been able to reduce their staff commute and associated carbon footprint by 100%.
If you would like to know more about how Evoke Telecom can help with your Customer Experience (CX) or Digital Transformation (DX) journey, why not contact our friendly sales team on [email protected] or 01509 278278.