Challenge
WFS are an agricultural supply company, mainly in the dairy industry. Since 1994, the business has grown to become one of the largest suppliers of animal health and dairy hygiene products. WFS Ltd was sold another provider’s Cloud Voice package that ultimately failed to meet its operational needs or expectations. Despite a lengthy installation period of nearly three years, the final solution lacked key features that had been requested – such as caller ID – and fell significantly short of what was promised. The high cost of the service further compounded the issue and attempts to resolve problems through customer support proved to be extremely frustrating and ineffective. This led to disruption for staff, customers, and business owners alike.
Solution
To resolve the ongoing communication challenges and improve operational efficiency, WFS Ltd partnered with Firstcom Europe to implement a tailored telephony and unified communications solution. Firstcom provided a modern, feature-rich telephone system alongside UC Plus, a powerful desktop integration tool that enhanced call management and visibility across the business. The new solution delivered immediate improvements. WFS Ltd gained access to essential features that had been missing. Installation and onboarding were managed efficiently by Firstcom’s expert team, ensuring minimal disruption and a smooth transition from the legacy system. Staff could now handle calls more efficiently, collaborate more effectively, and deliver a better experience to their customers. The system was also more cost-effective, scalable, and aligned with the company’s long-term communication needs.
Outcome
The implementation of Firstcom Europe’s Telephones and UC Plus solutions delivered significant benefits for WFS Ltd. The most immediate impact was a massive cost saving, combined with a system that dramatically improved day-to-day operation. UC Plus simplified tasks for staff, making communication smoother and more efficient across the business. The response from WFS employees was overwhelmingly positive – it was described as a breath of fresh air compared to their previous experience. With comprehensive training provided by Firstcom, the team quickly adapted to the new system, praising it for being intuitive and user-friendly.
Firstcom’s customer support also stood out as a key differentiator. WFS now benefits from direct access to knowledgeable support staff who treat every query as a priority. Importantly, their account manager, John Young, remained involved and accessible throughout the process – proving himself to be more than just a salesperson, but a genuine partner committed to the ongoing success of the business.
“The confidence shown by John, his understanding of our requirements and the way he did not oversell products which we did not require – we really did not want a complicated system and John completely understood that. Our setup and installation were truly seamless and stress free Firstcom couldn’t have made it easier for us.”
“We have complete confidence in Firstcom and all their employees. We are still waiting to be released from our current broadband contract and will undoubtedly move that to Firstcom at the earliest opportunity. We have had the most positive experience from the very beginning to date.” Amanda Statham, WFS Ltd
