Overview
Having secured a number of coveted industry titles — including a haul at The Negotiator Awards and gold with The British Property Awards’ — Holmfirth-headquartered Applegate Properties has a bold and burgeoning reputation to upkeep. Priding itself on maintaining a human, responsive, and flexible approach, communications infrastructure underpins a critical part of the estate and lettings agents’ services — with the approx 70 inbound calls received each day a testament to the demand for the firms’ expertise.
Following the global pandemic and a need to cater for a growing — and increasingly flexible — team of professionals spanning roles such as sales, finance, maintenance and appraisals, the business needed to invest in a secure, compliant, and sophisticated telephony system that could connect customers to colleagues, no matter where they’re located. And with nine years’ knowledge of the firm’s existing IT infrastructure, who better to turn to than Fusion?
Challenge
At a time when workforces across the globe were forced to operate remotely, Applegate Properties’ existing Linux-based phone system lacked the flexibility needed to keep business running smoothly.
With no alternative, the agents had to take their desk phones home and have Fusion set up complex firewall rules to minimise network-based security threats. This was a feat that, given trained engineers were unable to attend face-to-face to help, became even more challenging and time-consuming for end users. While call diversion was an option, the Covid restrictions limited the possibility of implementing it seamlessly. Users had to manually divert calls on the phone itself, and there was no practical way to monitor whether the diversion had been correctly set up or not.
Moreover, the client was seeking a solution that would enable its team to record and review conversations compliantly — offering additional peace of mind when navigating price dispute resolutions later down the line, for example.
Recognising the need for an upgraded infrastructure that would streamline communication — providing flexibility to handle a growing number of calls, in virtually any location, while keeping network and data security in sharp focus — Applegate Properties turned to Fusion to help alleviate the headache.
Solution
The decision to upgrade Applegate Properties’ phone system was a mutual agreement, with Fusion aiming to provide the progressive firm with the latest solutions that would meet the teams’ requirements as they evolve.
The chosen voice over internet protocol (VoIP) system was based on web real-time communication (RTC) technology, enabling the team to access calls on various web-enabled devices, from any location. The new system also provided Fusion with improved manageability and support capabilities, and in case of any issues that needed escalation, a third-party support provider, Wildix, can offer assistance.
Since the solution primarily relied on softphones and licences, the implementation was seamless from start to finish, and deployment was completed in just a couple of days. The system was tailored to Applegate Properties’ specific requirements, ensuring it worked exactly how they needed it to, and each user was provided with a flexible licensing model.
Visiting the estate and lettings agents’ Holmfirth HQ, trained engineer James Barraclough introduced the team to the new system, and held regular project meetings to discuss product features and ensure a smooth transition from the previous telephony infrastructure. Since going live, Fusion has operated as a technical extension of the business — providing IT support when required and managing all aspects of the VoIP system.
Results
Empowering remote workers with a renewed sense of productivity, the VoIP implementation proved crucial for Applegate Properties. Even as the company returned to ‘business as usual,’ the need for more robust call handling remained integral to operations. Whether it was conducting house viewings or being on the move between appointments, the upgraded phone system meant agents didn’t need to be confined to their desks — providing the necessary flexibility to ensure seamless communication and support their continued growth as a mobile-focused estate agency.
With additional features such as advanced call routing and recording, the bespoke phone system provides a verifiable record of conversations with clients for legal and quality assurance purposes, as well as ensures clients are always put through to the appropriate advisor — enhancing service levels, while giving internal teams greater control to manage their days.
The new IT solution provides a significant cost benefit for the company too. After an initial setup fee, the ongoing expenses are limited to call costs and licence fees, the latter of which can be paid on a monthly or yearly basis. This structure offers predictability and affordability, allowing Applegate Properties to allocate resources effectively and better manage its IT budget — ensuring the system remains up to date and supported, without incurring additional expenses.
Highlights
- Smooth transition from Linux-based phone system to web real-time communication (RTC) technology.
- Increased flexibility for agents to manage communications with customers on-the-go — during and between viewings, or at home, for example.
- Secure and compliant call recording capabilities offer peace of mind for legal and quality assurance purposes.
- Scalable licensing model ensures cost-effectiveness and adaptability to future growth.
- Comprehensive training provided to empower the team.
Testimonial
“In such a fast-paced industry, with regulations and requirements constantly changing, being available to support customers quickly and effectively is paramount. Guaranteeing high levels of service and genuinely caring about every transaction has always been a core part of our DNA here at Applegate — that’s why our awards cabinet keeps growing! But without reliable communications infrastructure in place, that’s simply not possible.”
“We knew we needed a change, and as Fusion already understood our business and IT infrastructure, we trusted them implicitly to help us with the overhaul. They delivered the VoIP telephony system on the specified date and provided comprehensive training to empower our team thereafter. The product’s ability to scale up and down as required is crucial in such a turbulent economic environment too. Fusion’s support has been truly invaluable.”
Amy Wray, Founder and Managing Director of Applegate Properties.
Keen to learn more about our bespoke telephony solutions? Get in touch, and let’s continue the conversation.