About ASD Metal Services.
ASD metal services are part of the International ‘klöckner & co’ multi-metal distribution group. UK operations are based at their Leeds headquarters and they have 34 offices throughout the UK. The business has more than 1,100 employees and turnover in the UK is £340M per annum.
The steel industry is extremely competitive and subject to peaks and troughs, both seasonally and year to year. As a result, the emphasis is on business efficiency, maximising use of resources and continuously looking for opportunities for growth through acquisition and new market opportunities. I.T and telecoms are critical to the success of the business.
Through acquisition and autonomous operation, the business had a mix of systems from different suppliers including Siemens, Toshiba and BT. Reliability, interoperability and functionality was limited and some of the systems were approaching end of life, which would significantly affect support services in the future.
The business needed a system that offered cost savings, improved functionality and operational efficiencies. Wavenet was quickly identified as a partner with the required expertise, knowledge and support capabilities.
Wavenet worked closely with the client to identify a telephony solution that would meet the key criteria. The Avaya IP 500 system was recommended as it delivered the telephone and PC integration, management reporting and voicemail capability required across the estate.
Return On Investment.
Significant cost savings: Savings were realised using Wavenet ISDN and analogue lines across the estate.
Easier operations: The standardised voicemail system improved ease of use, significantly reducing training requirements and ultimately reduced operational costs.
Business intelligence: Managers were able to see consolidated call activity information; improving and speeding up decision making. The call logging information proved invaluable and managers now have much better insight in to the business.
Improved customer service: By closely integrating the system with their own local databases, users are now, through the presented CLI (Calling Line Identifier), able to see the name of the individual or company calling them via a pop-up on their PC screen. This has enabled a more personalised approach and helped to improve customer interaction and satisfaction; with increased productivity.
Currently, 21 of the businesses are using the new solution, provided, installed & managed by Wavenet showing the business has complete faith in the system and their staff’s ability to use it.
Anne Leach, PA to the Board at ASD said:
“Wavenet staff are knowledgeable in their profession and extremely helpful. Our account director, Peter Broadway, has been indispensable and extremely cooperative in helping me understand and implement the new systems. Wavenet is an efficient, dependable company with approachable staff. Our London site has implemented the system and it has made an enormous difference. We are currently upgrading our Leeds head office. We will continue to renew the systems, across our various businesses in partnership with Wavenet.”
In summary, both Wavenet and the Avaya IP500 system, have exceeded expectations and have delivered significant benefits to staff, management and the business, to support this key investment decision by ASD metal services, during tough economic times.