Gilberts Manufacturing

gilberts-logoThe Client

Gilberts (Blackpool) limited is one of the UKs leading designers and manufacturers of Grilles, Diffusers, Louvres and smoke/Fire Dampers for the heating, ventilating and air conditioning industry.

Privately owned, the Company was originally established in 1961, by the present Chairman, Mr. GG Haslam. With a long history of industry experience the Company has evolved from its origins as a manufacturer of Domestic Warm Air Heating Grilles, up to its present day status.

Following a strategy based upon organic product growth in established market sectors, the original domestic warm air range was initially complemented by commercial aluminium Grilles and Diffusers followed by Smoke/Fire.

The Challenge

It was clear from the outset that Mike Wills, Group Managing Director had quite a task on hand co-ordinating the linking of two organisations for complete telephony, data and software applications, whilst attempting to reduce overheads but having to plan for future expansion for the group.

In addition, Gilberts also had quite a number of field based staff and agents who needed the capability of contacting on-site roaming staff and field-based agents who also needed the ability to seamlessly log-on to Gilberts secure network at other remote locations around the country and appear quite visible to staff at other sites when they did so.

Gilberts also suffered from a huge expense when communicating to the many field based staff on their GSM mobiles from land-lines.

The operator at the headquarters of Gilberts also needed to have complete real-time visability of all staff at all sites and be able to view their current status. Thus acting as a central hub for the whole organisation so Mike Wills could provide a single number for the whole group.

Gilberts wished to also have software enabling key performance indicators and call volumes both inbound and outbound to be measured, thus also ensuring potential lost revenue through lost or abandoned calls could be measured tracked and acted upon.

The Solution and Results

The solution which Matrix247 provided, delivered the ability to integrate into existing databases of Gilberts to automate processes where required.

Control of secure network administration was of paramount importance. The solution presented enabled local or remote connectivity to all sites in the group and agents when logged on the network.

A bridge was provided enabling all communication from landline handsets to not just Gilberts own remote mobile workforce but any GSM mobile device. This resulted in quite a massive contribution to the tangible financial savings Matrix247 delivered to Gilberts.

The linking of two locations for complete telephony, data and software applications was achieved using the very latest in Voice over Internet Protocol (VoIP) technology.

Field based agents achieved the capability of seamlessly logging-on to Gilberts secure network at other remote locations around the country whilst appear quite visible to staff at other sites when they did so.

Gilberts wished to also have software enabling key performance indicators and call volumes both inbound and outbound to be measured, thus also ensuring potential lost revenue through lost or abandoned calls could be measured tracked and acted upon.

The number of lost inbound calls virtually eliminated through just one of the many automated management information reports that became available for Gilberts to measure on-going call traffic and business activity.

The operator at the headquarters of Gilberts also needed to have complete real-time visability of all staff at all sites and be able to view their current status. Thus acting as a central hub for the whole organisation so Mike Wills could provide a single number for the whole group.

“We wanted technology to work for us, not let technology steer the path of future. The solution from Matrix247 allowed us to do just that.”

Mike Wills, Group Managing Director

Contact

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