Case study · Unified Communications

BDR Group: end-to-end workflow, sharper commercial control.

BDR Group, based in Stratford-upon-Avon, is one of the UK's leading Unified Communications Specialists. They deliver telephony, VOIP, LAN and WAN networks, mobile, hosted solutions and maintenance services to clients ranging from SMEs and charities to the public sector.

The challenge

Tighter control across three operational teams.

Following a business process review, BDR's leadership team needed tighter control over three specific parts of the operation. The support desk. The installations team. And all contract and non-contract client moves and changes across the estate. Each of those teams was operating in its own workflow with its own record-keeping, and the leadership team needed a single view across all of them.

The solution

Quote to invoice, in one connected workflow.

BDR adopted the full end-to-end workflow. Quote, to order, to installation, to invoice, all in one system. Field engineers gained paperless sign-off and live updates via a mobile app, feeding real-time job status back to the support desk and the leadership team. The rollout was structured and project-managed, so the three operational teams moved onto the new workflow in a controlled sequence rather than switching everything at once.

Results

What changed for BDR Group.

• ✓Reduced customer complaints by over 90%.
• ✓Improved response time to customers by 80%.
• ✓Reduced travel time and costs by 25% through improved scheduling.
• ✓35% incidental time saving from a centralised system across sales and support.
• ✓30% space saving from eliminating filing cabinets.
• ✓Faster billing through instant field sign-off, improving cash flow.
• ✓Fewer repeat visits, using equipment history to confirm the right kit before dispatch.