About the Client
This long-established, family-run retail business has been serving customers across Yorkshire since 1979. With multiple high-street locations and a central head office, maintaining strong communication between sites is critical to delivering the high levels of customer service the brand is known for.
The Objectives
The client approached DTX Network Services with a clear set of requirements:
- Redirect calls between sites during busy periods
- Manage opening and closing times using call schedules
- Retain local geographic telephone numbers for each location
- Bring all stores and head office onto one unified phone system
- Improve visibility of call activity across all sites
By consolidating their telephony, the business aimed to improve internal communication, enable free inter-site calls, and give head office greater insight into call volumes and performance at each retail location.
The Solution
DTX Network Services recommended a hosted VoIP solution using Gamma Horizon, providing a flexible, cloud-based phone system designed for multi-site businesses.
To ensure a smooth transition with no disruption to service, the rollout was carefully planned:
- Head office upgraded to Cisco 8851 and 8841 handsets for enhanced functionality
- Retail locations retained existing handsets while migrating to the cloud
- Installation was phased across eight sites over several months
- Business continuity was prioritised, with zero downtime during deployment
This approach allowed staff to adapt quickly, without the need for extensive retraining or sudden changes to hardware at every site.
The Results
Once fully deployed, the hosted VoIP system delivered immediate and measurable benefits:
- Intelligent call routing between sites when calls go unanswered
- Time- and day-based call schedules and hunt groups
- Clear visibility of inbound and outbound call statistics
- Seamless inter-site call transfers
- Hot desking, allowing staff to work flexibly across locations
- Unified communications, enabling calls to be answered across multiple devices
Head office now has full oversight of call activity across the estate, helping the business understand peak trading times, improve call handling, and maintain consistent service levels.
Future-Proofing for the UK PSTN Switch-Off
A key consideration was the UK PSTN and ISDN switch-off, often referred to as the “Big Switch Off”. By migrating all geographic telephone numbers from traditional phone lines to the cloud, DTX Network Services ensured the business was fully prepared for the withdrawal of legacy services.
Each number was carefully ported to the hosted VoIP platform, with detailed planning and coordination to prevent any loss of service or local presence during the transition.
This future-proofed approach allows every retail outlet to retain its local identity while benefiting from a modern, resilient communications platform.
One Solution for a Multi-Site Business
With locations spread across Yorkshire and beyond, the client now benefits from a single, scalable telephony solution that keeps head office and retail sites connected at all times.
By partnering with DTX Network Services, the business gained not just a hosted phone system, but a trusted telecoms provider with the experience to design, deliver, and support complex multi-site communications.
