Customer Overview
FTI Ltd is a leading supplier of instrumentation valves, fittings, gas regulators, tubing and related engineering products across the UK. With a reputation built on technical expertise, quality products and exceptional customer service, reliable communications and IT infrastructure are critical to supporting both its team and customers.
The Challenge
As the business continued to grow, FTI needed a communications and IT solution that could support a modern, flexible workplace while maintaining the high levels of service its customers expect.
The company wanted to improve internal collaboration, enhance customer call handling and ensure its IT systems remained secure, reliable and supported by a trusted technology partner.
The Solution
Fluent Group delivered a fully managed technology solution combining a modern 3CX cloud phone system with ongoing managed IT services.
The 3CX platform provides FTI with a feature-rich business communications system, enabling employees to make and receive calls wherever they are working. Features such as mobile and desktop applications, call reporting, voicemail-to-email, call queues and improved call management have helped streamline communications across the business.
Alongside the phone system, Fluent Group provides proactive managed IT support, including:
- Helpdesk support for day-to-day IT issues
- Proactive monitoring and maintenance
- Cyber security protection
- Microsoft 365 support
- Infrastructure management
- Strategic IT guidance and consultancy
The Results
Improved Customer Experience
Calls are answered more efficiently, routed to the correct department quickly and managed professionally, helping maintain excellent customer service standards.
Greater Flexibility
Employees can stay connected whether they are in the office, working remotely or travelling, ensuring seamless communication across the business.
Reduced Downtime
Proactive monitoring and support help identify and resolve issues before they impact users, minimising disruption and improving productivity.
Trusted Technology Partnership
FTI has access to a dedicated team of IT and telecommunications specialists who understand its business and provide ongoing support as requirements evolve.
