Case Study: Roys of Wroxham – A Future-Proof Telecoms Solution

Who Is The Client?

Roys of Wroxham is a long-established independent department store with deep roots in the local community. Founded in Norfolk, Roys has been serving customers for generations, offering a diverse range of products, including homeware, electricals, toys, gardening, DIY, fashion, and groceries. With multiple retail locations, Roys takes pride in delivering excellent customer service and maintaining seamless communication across its sites, reinforcing its commitment to both tradition and modern retail excellence. 

What Was The Problem?

Roys of Wroxham relied on a traditional phone system that was heavily dependent on on-site physical hardware. Over time, this posed several challenges: 

• Ageing Infrastructure: The existing hardware was becoming outdated, increasing the risk of system failures. 
• Single Point of Failure: As the system was based on-site, any hardware failure could disrupt internal and external communications. 
• Limited Flexibility: The existing setup lacked remote working capabilities, restricting the ability of staff to work efficiently from different locations. 
• High Maintenance Costs: Maintaining and upgrading physical hardware was costly and time-consuming. 
• PSTN Switch-Off: With the planned 2027 PSTN (Public Switched Telephone Network) switch-off, Roys needed a future-proof solution that aligned with the shift towards digital telecoms. 

What Was Our Solution?

To address these challenges, we implemented a 3CX cloud-hosted phone system across all Roys of Wroxham locations. Our solution provided: 

• Cloud-Based Infrastructure: Removing the dependency on inefficient hardware eliminated the risk of single-point failure and ensured system resilience. 
• Seamless Internal Communication: All shops could now communicate efficiently via an integrated phone system, streamlining operations and improving customer service. 
• Remote Working Capabilities: Employees gained the flexibility to take calls and collaborate from anywhere, enhancing business continuity and operational efficiency. 
• Cost Efficiency: The transition to 3CX significantly lowered monthly running costs by eliminating expensive hardware maintenance and reducing call costs. 
• Future-Proof Technology: The solution ensured compliance with upcoming telecoms changes, including the PSTN switch-off, safeguarding Roys against future disruptions. 

What Was The Result?

The deployment of 3CX across all Roys of Wroxham locations had a transformative impact on their operations: 

• 100% Cloud Hosted: The reliance on outdated hardware was completely eliminated, providing a more robust and scalable communication system. 
• Enhanced Remote Working: Employees could now access the system from any location, improving productivity and adaptability. 
• Improved Internal Collaboration: Faster and more efficient communication between departments and store locations led to improved staff coordination and customer service. 
• Cost Savings: The new system reduced ongoing telecoms costs by approximately 30%, freeing up resources for other business priorities. 
• Business Continuity and Future-Proofing: The transition to a digital telecoms solution ensured Roys was fully prepared for the PSTN switch-off, securing long-term operational stability. 

Do Your Telecoms Need An Upgrade?

By implementing a cloud-hosted 3CX phone system, we provided Roys of Wroxham with a cost-effective, resilient, and future-proof solution.  This case study highlights how modern telecom solutions can revolutionise retail businesses by enhancing communication efficiency, enabling remote working, and ensuring long-term reliability. With extensive experience in delivering tailored telecom solutions, Netmatters helps businesses overcome these challenges, providing expert support and cutting-edge technology to keep operations running smoothly.  Roys is now well-equipped to continue delivering excellent service while staying ahead of industry changes. 

If your business is facing similar telecom challenges, get in touch to discuss how we can future-proof your communications today.