Energy Management Case Study

Focus Assured

Cloud-based solution with RAMP and internet connectivity.

Client

Focus Assured

Our Services

Cloud-based solution
Recording Archive Management Portal (RAMP)
Robust and reliable internet connection
Flexible hybrid, remote, and desk working
Collaboration with screen sharing and internal instant chat functionality

About Focus Assured

Focus Assured is an independent Commercial Energy Consultancy passionate about helping clients minimise their utility costs and dedicated to providing top-tier customer service. With a growing number of employees across various teams, their business is poised to meet diverse energy needs. They have strong partnerships with a large variety of utility suppliers, ensuring their customers receive the most competitive rates for electricity, gas, water, telecoms, recycling, and waste. Their solutions also encompass solar panels, bureau services, EV charging, and more.

They work with small to large organisations across a broad range of commercial industries, from property management companies to high-street retailers, hotels, and cinemas.

Lightbulbs, solar panel and EV charger collage

Focus Assured is committed to exceptional customer service, a commitment recognised by the National Craft Butchers Association and The Craft Bakers Association, who recommend their services to their members.

The Challenge

Focus Assured is a growing company that takes pride in its exceptional customer service. In a competitive market, they needed a phone system that offered flexibility so their team could work anytime, anywhere. They sought a scalable solution that streamlined chat, voice, and video communication ,all whilst reducing their current telephony costs.

Focus Assured’s outdated legacy telephone system and lines were no longer fit for purpose. They lacked the flexibility required for hybrid and fully remote working. During the Covid pandemic, calls had to be routed to the team’s personal phones, which highlighted that the existing PBX solution was not futureproof. Alongside high costs, the limitations prevented Focus Assured from upgrading to the latest technology and integration with other solutions.

With costs rising in all areas of the business, maintaining their existing legacy system became increasingly expensive and offered diminishing value.

The legacy setup also made it challenging to monitor employees’ availability and for teams to communicate smoothly with each other and with customers.

To uphold their exceptional customer service and stay connected with their customers, the company needed to implement a modern and scalable solution, allowing for expansion of features, such as online chat, in the future.

The Solution

The solution came in three parts:

Cloud-based solution with Softphones
For remote, hybrid, and office-based employees, softphones enable both inbound and outbound calls over the internet using a computer or a smartphone app, eliminating the need for traditional desk phones. Cost-effective and compatible with various devices, softphones provide flexibility and convenience. This future-proof solution is designed to scale seamlessly as Focus Assured continues to expand. Not only is this web-based system ready in case another pandemic strikes again, but it also gives the flexibility for employees to work fully remotely and from anywhere.

Screen sharing and internal instant chat functionality have made in-house training easier and more efficient while increasing team collaboration.

RAMP
To ensure customer call recordings are secure and GDPR-compliant, the Recording Archive Management Portal (RAMP) was implemented. This platform securely archives and hosts their call recordings, helping them meet regulatory requirements to retain customer interaction records for up to seven years. RAMP simplifies compliance by enabling Focus Assured to easily upload, store, and access historical call recordings through a secure, user-friendly interface.

Internet Connectivity
As the team relies on softphones accessed online, the cloud-based system requires a robust and reliable internet connection. Evoke Telecom delivered a high-speed, secure, direct internet access leased line to Focus Assured, guaranteeing dependable connectivity for uninterrupted business operations.

The Benefits

Focus Assured’s communication infrastructure is now future-proof, equipped with the latest technology, and ready to scale as the business grows.

Significant Cost Savings: Focus Assured has experienced considerable cost reductions by eliminating the need for costly hardware and reducing telephony expenses.
Enhanced Customer Experience: With streamlined access to communication tools, employees can easily communicate with customers from anywhere.
Remote Work Flexibility: The Softphones have removed barriers to remote work by enabling employees to make and receive calls from any location simply through an internet connection, increasing both flexibility and productivity.
Improved Team Collaboration: Advanced features like video conferencing and screen sharing have enhanced collaboration, especially in hybrid work environments.
Robust Security: The RAMP platform offers powerful security features to keep Focus Assured’s call recording archives secure and compliant with data protection regulations.

Women talking on the phone and cloud communication icons

“We’ve been extremely satisfied with Evoke Telecoms since implementing their softphone solution and leased line. Their expertise and outstanding customer service made the initial transition seamless, and their ongoing support has been exceptional. We were delighted to renew our contract for another three years and would highly recommend their services!”