STAND OUT IN YOUR FIELD WITH AN OFFICE PHONE SYSTEM FROM HARVEY COMMUNICATIONS

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1 STAND OUT IN YOUR FIELD WITH AN OFFICE PHONE SYSTEM FROM HARVEY COMMUNICATIONS 1

2 At Harvey Communications, a part of 4Com PLC we provide office phone systems for small to medium businesses across the UK. Our phone systems come with lots of clever features designed to improve your business. Most importantly your system is funded by the savings made from within your existing telecoms expenditure, so there is nothing to pay upfront. What s more, we will give you a minimum of 500 for your old system and recycle it too all as part of our Eco Buy Back Scheme! An office phone system from Harvey Communications will give your business a competitive advantage thanks to the great features all included as standard. Our team is bustling with highly skilled employees in every department, who provide superb levels of quality and service. In fact the average length of service within our team is something we are very proud of, especially given our fast moving industry. Thank you for taking the time to learn more about Harvey Communications and how we can help your business grow. We look forward to working with you. Gary Scutt C.E.O 2 3

3 Where did it begin? Harvey Communications Limited is part of 4Com PLC which means we have the infrastructure and telecommunications experience of over 15 years. We have seen all that our industry has to offer and it was a culmination of all of this experience that led us to start Harvey Communications. We saw people paying different suppliers for different services, costing them more than was needed in the process. We decided to put everything into one simple package. Thanks to this ideal, we now provide office phone systems which make your business life simpler yet more effective. By providing office phone systems with features to help and benefit people at every level, helping your business grow. An office phone system from Harvey Communications will give your business a competitive advantage. Where are we? We are based in Bournemouth on the south coast, not far from the International Airport. That being said, we also have a team of engineers who are based nationwide. Again, this was a decision borne from experience. We saw how customers struggled calling overseas call centres and then having to wait days for engineers that are normally located hundreds of miles away. By having engineers who are local to you, you ll always get help quickly, should you need it. Our call centre is also located at our Head Office in Bournemouth, so should you ever need our help, you ll speak to someone based in the UK. What makes us different? A number of things make us different from much of the telecommunications industry. Firstly, we provide a phone system which has features to improve the way you do business, but we do it without increasing your monthly spend. What s more, we will even give you a minimum of 500 to take your old system away and recycle it for you with our Eco Buy Back Scheme. Why the Eco Buy Back Scheme? One of the aspects of the telecommunications industry that frustrated us is the wastage. We saw unnecessary practices which were bad for the environment. What we do differently is to pay you for your old system and dispose of it in an environmentally friendly way. We break the components down and recycle them and in this small way we are reducing the amount of wastage and helping the environment. Our Eco Buy Back Scheme is simple: we pay you a minimum of 500 to trade-in your old phone system. There are no ifs, buts or maybes, just the fact that we will pay you a minimum of 500 for your existing telephone system when you purchase a new phone system. What will we do with your old phone system? Our Eco Buy Back Scheme is a key part of our environmental policy, which is why recycle the components and dispose of other materials in an environmentally friendly manner. At stage one we identify which components of the phone system can be recycled. We then ensure that components are re-used as spare parts for companies who are not in a financial position to upgrade their old phone system and help keep their phone systems working. Other parts of your old phone system will be recycled. This includes notable parts such as its plastic casing which can be melted down to then be re-used, and even the internal cabling has use in other areas. When we have recycled all we can ourselves, we then pass whatever is left to one of our environmental partners who are experts in reducing everything back to it s raw state. They can then re-use this material, ensuring that little goes to landfill. How much is your old phone system worth? The Eco Buy Back Scheme starts at a minimum of 500, but it can increase considerably dependent on the age of your system, number of handsets and type of system. Essentially, the more components we can recycle, the more you will receive for your old system when you choose a new office phone system from us. 4 5

4 Our commitment to environmental responsibility is one of the ways we are different from others in our industry. We do have similar challenges; running a national maintenance programme can have an impact on the environment, but we do everything we can to minimise our carbon footprint. Our commitment has grown over time as we found ways to reduce our carbon emissions. We have addressed the vehicles that our engineering team drive, changing from a diesel van fleet to eco-friendly Volkswagen Blue Motion estate cars. We also offset our carbon emissions with our Trees 4 Business initiative. Each time we supply a new office phone system, we plant a tree in the UK at a specially designated estate. Every customer then receives a certificate with the exact GPS location of where their tree is planted. We now supply our equipment in packaging which is 100% recyclable, and our engineers recycle all packaging once installation is completed. Within our offices we looked at how to reduce our energy usage, which is why we fitted LED lights throughout our buildings. Other schemes include recycling bins for paper and other recyclable waste, whilst employees are encouraged to cycle to work rather than drive, lessening our collective carbon footprint in the process. Our biggest differentiator from others in the telecoms industry is our Eco Buy Back Scheme. We offer customers a minimum of 500 trade in for their old phone system, so that we can then recycle the components safely, without sending them to landfill. Another challenge faced was how to safely transport equipment to a site in an environmentally friendly way. 6 7

5 As well as the very latest digital handsets, all our phone systems come with great features, all included as standard. All of our features are designed to save you time, increase productivity and ultimately improve your business. (Computer Telephony Integration) Having a desk phone that suits the way you want to work makes a big difference to your working day. As a Samsung Platinum Business Partner we provide the full and extensive range of the latest digital handset from Samsung. Allowing you to select the right handset for your business. Increase efficiency & productivity Ergonomic and easy to use handsets ensures that anyone can use the many features. Comprehensive phone book with Caller Identification Access your stored telephone numbers quickly and easily. Plus greet every caller appropriately and personally with caller display. Computer Telephony Integration (C.T.I) links your phone system with your computer and CRM system, so you have instant access to your client s details when they call you. Improve customer service As customers call you their details will appear on your computer screen which means you ll be able to greet them in a more personable manner. You can instantly access their record in your CRM system to see what you discussed last time, enhancing your customer service and their customer experience. For example with Google integration, a caller s Google+ business profile or office location on Google maps can be displayed, even if they have not called before. Save valuable time Using the Presence feature within the C.T.I software means you ll be able to see if a colleague is available before transferring calls to them and save valuable time by avoiding keeping customers on-hold unnecessarily. Messaging If a member of staff is on a call, you can send them information via a desktop notification message. It could be information they need to know immediately. It could be details of another call they need to take. You can also send them a call back note so they get their missed calls straight away. Transfer & forward calls Transfer all inbound calls simply and quickly or answer calls anywhere with call forwarding, providing seamless customer service. Conference calling & multiple callers Speak on a conference call in your office or when working remotely. Simple to set up and use. Increase productivity With One Click Calling you can click and instantly call any number you see on your computer screen, whether it s in your database, on a website or an . This great time saving feature can increase your staff s productivity and accuracy. 8 9

6 10 Call Reporting is management software which gives you hundreds of vital statistics that can be used to analyse and improve your business. Never lose business from missed calls All incoming calls are displayed including missed calls and those received out of business hours, meaning you can pro-actively call customers back, so you won t lose valuable business. Enhance customer service See how quickly customer calls are answered and the duration of each phone call. This information can help you decide if you have the correct staff levels answering calls at peak times, ensuring your customers can always get through and speak to a staff member. Measure advertising success Use call statistics to measure your advertising campaigns. Phone numbers can be set up for different marketing campaigns, allowing you to accurately monitor which generates the most calls and sales. Our Call Recording software records all inbound and outbound calls to your business, essential for staff training and increasing accuracy of information taken over the phone. Train and evaluate staff Use Call Recording to train new staff by listening back to their calls and provide coaching, thereby improving their performance and effectiveness. It is a very simple way to evaluate and train staff, as you can search for calls for a particular staff member with ease. Ensure complete accuracy Taking incorrect information from a phone call becomes a thing of the past. Ensure complete accuracy by listening back to calls to double check information such as order quantities, addresses, contact details or reference numbers. This is particularly useful in the case of disputes, as you can refer to the call recording to confirm what was said. Improve customer service Impress clients with your customer service by listening back to previous conversations. Ensure all agreements or specifics have been met and your clients remain completely satisfied. Reduce caller hang up and promote your business with On-Hold Marketing. Did you know, 70% of business calls are placed on-hold or transferred, 90% of these calls will hang up after 40 seconds if confronted with silence. 34% of these callers will not call back. Create additional revenue Advertise your products and services to a captive audience, turning on-hold customers into sales opportunities. Reduce lost business On-Hold Marketing keeps your customers engaged, psychologically reduces hold times and has proven to reduce caller hang up, ensuring you do not lose potential business. Improve customer service Professionally recorded messages enhance your company s brand as well as improving the customer experience when they call. Intelligent Voic is an essential tool for any business to ensure you can always be reached, no matter where you are. Our phone system provides more options than just leaving a message. notification Receive an when you have a new voic . Listen direct to your message in the on your smartphone with a MP3 file attached. Voic choices If you are unavailable, the caller has the option of speaking to someone else or leaving a message, which has been proven to reduce caller hang up. Our online billing facility gives you total control of your account, as well as viewing your bill online you can also: Monitor call costs (updated constantly) Download and print your bill Restrict call spend and call durations Set up an e-alert to notify of any rules not being followed 11

7 Competitive call rates are one of the most important elements of any office phone system package. They can also vary wildly between different providers, meaning you could be paying over the odds to make every type of call. We are one of BT s largest wholesalers, meaning that we buy calls in huge volumes which in turn give us preferential rates which are better than the vast majority of the industry. We then pass these savings directly onto you so we can build your office phone system package to include some of the lowest call rates in the telecommunications industry. Whether you re making calls within the UK or overseas or to mobiles you can be sure that with us you are getting the best call rates possible on reliable, high quality lines. Unsurprisingly, call quality is dependent upon line quality. If you re using lines which have been damaged or are overly worn, you could get intermittent call quality or have your calls end abruptly. The best way to overcome this problem is to have your lines checked, which we do as part of our installation process. When we are installing your system, our engineers will test the line(s) you have coming into your premises and will be able to detect faults at that stage. If any are detected we will restore your call quality to its maximum level. You may have also heard about fibre optic broadband; this is the latest technology which allows for vastly superior broadband speeds. We install fibre optic cabling wherever possible. If it isn t available when we first install you, but later becomes available, we will have you connected to the fibre as quickly as possible. We make the installation of your new office phone system as simple as possible with our two stage process. Firstly your new system is installed alongside your current system, allowing this to be fully tested without you suffering any downtime. Once this has been completed there is then a seamless transition from your old system to the new, at a time convenient for you. We will provide you with a dedicated point of contact throughout the entire process and our Installation Engineer will provide you with full training on your new system so your business benefits from all the system features. One point of contact Dedicated support Full phone system training given No disruption to your business We have an experienced and highly trained maintenance team with industry recognised qualifications. We can also boast one of the fastest response times in the industry. 87% of reported faults are resolved remotely without even having to visit your site, giving you peace of mind that your phone system will not let you down. As well as instant support, in the event of a fault you can also benefit from our award winning service from our UK Call Centre, who are happy to help with every aspect of your telecoms needs. As we supply a complete telecoms solution, you only have one supplier and one number to call in the event of an issue. Award winning service and support Most issues resolved remotely Faulty equipment replaced free of charge if it cannot be repaired 12 13

8 A reliable, high speed internet connection has become one of the most important parts of your communications system. Wherever possible, we provide fibre-optic business broadband services to give you a high speed connection. MOBILE You could save over 30% by choosing us for your mobile phone contracts. We deal in such large volumes nationally that we benefit from great rates from our suppliers meaning we can pass these rates onto you. We offer a wide range of handsets, such as the latest models from Apple, Samsung, Motorola and Huawei to name just a few. Business wallboards are designed to improve the visibility of important information within your organisation. Here at Harvey Communications we use wallboards to show who has made the most calls, which maintenance tickets are being dealt with by which person and our overall revenue figure to name just three. Our wallboards work together with the rest of our office phone system package, meaning you can display information from our Call Reporting software to help maintain your customer service levels. Whilst we actively promote using business wallboards we recognise that it isn t appropriate for some businesses, which is why it isn t included as standard with our office phone systems. Rather than pigeon holing yourself into a particular location, non-geographic numbers allow you to present a national appearance and potentially appeal to a broader selection of customers

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