Sankey’s is a well-established and highly regarded hospitality business operating the renowned Sankey’s Seafood Restaurant and Bar, Sankey’s Fishmongers, Sankey’s The Old Fishmarket and the historic George and Dragon Pub in Speldhurst.
With several busy sites serving customers across Kent and Sussex, maintaining seamless communication between locations is essential to delivering exceptional customer service and operational efficiency.
To support its growing requirements, Sankey’s partnered with Fluent Group to implement a modern cloud-based 3CX telephone system across its venues.
The Challenge
Like many hospitality businesses, Sankey’s relies heavily on telephone enquiries for:
- Table reservations
- Customer enquiries
- Supplier communications
- Staff coordination
- Inter-site communication between the restaurant and pub
The business required a flexible and reliable phone system that could support multiple locations while ensuring calls were always answered professionally and directed to the right team member.
The Solution
Fluent Group deployed a 3CX business telephone system connecting Sankey’s Fish Restaurant and The George and Dragon Pub onto a single unified communications platform.
The solution included:
- One integrated phone system across both sites
- Call routing to the appropriate department or venue
- Mobile app functionality for management and key staff
- Voicemail-to-email capabilities
- Improved reporting and visibility of missed calls
- Future-proof cloud telephony technology
The Benefits
Better Customer Experience
Calls are answered quickly and directed to the correct venue or member of staff, reducing wait times and ensuring customers receive a professional experience every time they call.
Improved Efficiency
Staff can communicate across both locations using internal extensions, reducing reliance on mobile phones and helping teams work more effectively together.
Flexibility for Management
With the 3CX mobile application, managers can remain connected whether they are on-site, between venues or working remotely, ensuring important calls are never missed.
Reduced Missed Bookings
Detailed call reporting and voicemail-to-email functionality help ensure every customer enquiry can be followed up promptly, reducing the risk of missed reservations and lost revenue.
Scalability for Growth
The cloud-based platform provides the flexibility to add users, handsets and features as the business evolves, without significant infrastructure costs.
