About the Company
Crane & Lifting Services Ltd is a specialist provider of crane hire, crane installation and 24-hour breakdown services, operating across South Wales and the South West. The business has built its reputation on fast response times and exceptional customer service, critical in an industry where reliability and speed are essential.
The Challenge
As the business grew, its head office telephone system was no longer fit for purpose. The legacy system lacked the functionality needed to support day-to-day operations and couldn’t keep up with evolving customer expectations.
Running three separate businesses from one head office created additional complexity. The team needed:
- Multiple distinct phone numbers for each business
- A more professional brand presence across all customer touchpoints
- Features such as tailored messaging and music on hold
- Greater flexibility to support a mobile workforce
Without these capabilities, the business faced limitations in both efficiency and how it presented itself to customers.
The Solution
SCG implemented a modern, cloud-based communications system designed to deliver flexibility, scalability and control.
Key elements included:
- Cloud PBX phone system providing advanced features and future-ready technology
- Fibre broadband integration using the company’s existing connection
- Self-service web portal allowing the team to easily manage and update the system
- Voicemail-to-email functionality, delivering messages directly as attachments
- Mobile twinning, ensuring calls ring simultaneously on desk phones and mobiles for staff on the move
- Geographic phone numbers across multiple area codes to strengthen brand presence
- Training and ongoing support, including webinars and responsive assistance
This solution enabled seamless communication across all three business units while empowering employees to stay connected wherever they are.
The Outcome
With its new cloud telephony system in place, Crane & Lifting Services Ltd now benefits from a more professional, scalable and efficient communications setup. The business can present each of its divisions clearly, respond faster to customer enquiries and adapt its system as needs evolve.
The added flexibility, particularly for mobile staff, ensures the company maintains its high standards of responsiveness, a key differentiator in its sector.
“We had a very good experience with SCG when helping us move offices and the running of our phone systems. The team were very helpful with any issues we had. We would recommend them to any business when looking to upgrade their phone systems and phone lines.”
Stewart Linney, Crane & Lifting Services Ltd