Drayton Caravans are a family run business that has been established in Norwich for over 40 years. They provide new and second-hand caravan sales, a comprehensive accessories shop, are an approved caravan repair workshop for all makes and their latest venture Norfolk Caravan Hire. They pride themselves on their customer service backed up with over 250 years of collective caravanning experience.
They used their previous telecoms company for their fixed lines, telephone system and broadband. However Director, Julian Garrood, was very disappointed with their lack of interest when he wanted to complete a full review of his telecoms services. A pre-arranged meeting at his premises lasted just 15 minutes! It was therefore an opportune time for Kevin Cooper, Business Telecoms Manager at Breakwater IT to make contact and arrange a meeting.
Julian and Kevin spent 2 hours discussing the business, its customers, its challenges and how telecoms impact on all of these. The first step was to complete a full free of charge audit. This immediately highlighted that the current telecoms company had been billing Drayton Caravans incorrectly for over 2 years and Kevin assisted in negotiating a credit of almost £400. A simple like for like analysis of line rental, call charges, maintenance and broadband also demonstrated annual savings in excess of £1500 by moving their services to Breakwater.
One business issue faced was the need to try and separate incoming calls for Julian’s latest venture for Norfolk Caravan Hire which advertised the same number as Drayton Caravans. This could have been seen as an opportunity to sell a new telephone system. However, Kevin pointed out that their current system already offered Auto Attendant and DDI numbers and simply needed additional programming.
Telecoms is a complicated industry and technology can go wrong regardless of how much planning is made. When Drayton Caravans migrated their Broadband to Breakwater their old router decided to die when the new settings were added. Breakwater was on the case immediately providing a new router and engineer to reprogram their lost network settings. Julian said “It’s so refreshing to have a telecoms company that is interested in your business even when things go wrong, really good communication”.