Case Study: Hallmark

About Hallmark

Established in March 1992 by Chris Hall, Hallmark Consumer Services is an award-winning family owned business in the East Midlands, centrally located in Melton Mowbray, Leicestershire. The business is managed by Philip Hall, the second generation of the Hall family ownership.

By working in collaboration with their clients their key aim is to deliver a first-class, proactive and personalised service that helps clients to grow their businesses. This is achieved by applying core principles of flexibility, reliability and transparency.

They welcome clients of all sizes from new and growing businesses to leading blue chip organisations and charities and always strive to deliver value for money, fast turnarounds and excellent customer service.

The Challenge

As a consumer services supplier specialising in fulfilment and out-sourcing, staying connected is essential for Hallmark. Working in a fast-paced industry means that reliable connections are of paramount importance, downtime can have disastrous effects, not just on the company but also on the customers who rely upon them.

Offering services ranging from E-Fulfilment to Logistics and even Customer Services and Account Management, a reliable phone system is the lifeblood of the business. With high volumes of inbound call traffic and a busy contact centre, the business needs a flexible and agile solution that supports the continued growth of the business.

Alongside the technical requirements, Hallmark also wanted to find a supplier that would work alongside them, where they would be able to speak to their account manager whenever they needed.

The Solution

A bespoke telephony solution was the perfect solution for Hallmark to deal with their diverse business needs. The solution comprises of SIP, Leased Lines and also NG Numbers.

SIP Trunks offer the ultimate solution to Hallmark's need for optimum call capacity. SIP provides call capacity of up to 100 calls per second with the ability to scale along with the needs of the business. SIP also provides cost savings with internal calls as all of these are free.

To further support the communication requirements of Hallmark, Leased Lines provide a fast, reliable and robust internet connection. Offering guaranteed speeds and low-latency, something that is essential for a company like Hallmark who rely on their Internet connection and cannot afford costly downtime.

Hallmark is now looking to replace their incumbent Shoretel phone system with one better suited to their expanding businesses and digital transformation journey.

The Results

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

Cost Saving - Utilising the best in class IT solutions and no expensive on-prem systems keeps operating costs low.

Future-proof IT - Partnering with Wavenet has given Hallmark access to our highly trained IT support who are dedicated to deeply understanding their requirements, helping them plan and evolve their IT infrastructure.

UC - Transforming communications with UC and voice offers high reliability and full scalability.

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

Reliability - With unrivalled SLA's and a dedicated Account Manager, Hallmark have complete peace of mind.

"This year we’ve spoken to our Account Manager quite a lot and he’s really helped with some issues that we’ve had with our inbound client calls and has given us options to help.  This has given us great value and reassure that Wavenet can always help." - Philip Hall, Managing Director, Hallmark Consumer Services