Case Study: Graham and Green

About Graham and Green

Founded in 1974, Graham & Green is a family run interiors business filled with super stylish home accessories and unique gift ideas.

Graham and Green are passionate about finding unique pieces from around the globe that inspire and excite. Translating these into a collection of beautiful homeware and gifts.

With boutique stores nestled in London’s Notting Hill and Primrose Hill, explore their flagship store in the heart of Bayswater, find their newest store in the Georgian city of Bath or head online to shop the whole collection.

The Challenge

Graham and Green's incumbent telephony system was no longer fit for purpose. Transferring calls was becoming an issue along with poor call quality. For a company that prides itself on exceptional customer service, this simply wasn't good enough.

Added to these issues were the additional challenges the pandemic bought. The need for remote working to keep their employees and customers connected was one that quickly needed to be addressed.

The Solution

After talking to Wavenet, TeamsLink was identified as the perfect solution to support their remote working needs and address their poor call quality. With a small team, staying in touch easily was of real importance and essential to keep the business connected to its customers. TeamsLink provides Graham and Green with multiple ways to communicate whether it's a quick instant message or video calls for a weekly meeting. The platform also fosters collaboration with the ability to co-edit and co-author documents in real-time, a real benefit to a creative company like theirs.

TeamsLink provided Graham and Green with the ability to make and receive external phone calls directly within their Teams client whether they were using softphones or their mobiles, ensuring no customer calls would go unanswered and that when they were talking to customers they could be certain of high-quality calls wherever they were working from.  Customer service levels would not drop, and with all communications taking place from within their Teams client staying connected was made easy.

TeamsLink also gave Graham and Green a remote working solution that could be rapidly deployed and without the need for onsite engineer visits.  TeamsLink also provides a fully scalable solution that can grow alongside the business - even internationally, adding new connections and users only requires a call to their account manager. 

The Results

Through our work together, Graham and Green have been able to take advantage of the following results:

Time-Saving - With a dedicated account manager and one point of contact, making changes or getting support is quick and easy.

Cost Saving - TeamsLink negates the need for additional telephony solutions, reducing the associated costs and the need for expensive on-site equipment. With its scalability it also means that connections can be changed alongside the needs of the business.

Usability - TeamsLink provides a simple, user-friendly interface and a single pane of glass management portal. 

Reliability - Unrivalled SLA's and robust connectivity are provided by Wavenet as standard. 

Remote Working Capabilities: TeamsLink is a cloud-based solution meaning that Graham and Green's employees can work from anywhere, anytime as easily as when they are in the office as long as they have an internet connection, whether working from a desktop, laptop or even their mobile phone.

"The connection and sound is much better, we can chat to each other when on a call and Wavenet's support has been fantastic throughout" - Amy Walker, Customer Service Manager, Graham and Green