About Pace Van Hire
Pace Van Hire is a leading independent vehicle rental company serving London and the South East. With a diverse fleet ranging from small transit vans to large Luton lorries, they provide essential transport solutions for both domestic moves and commercial logistics. Known for their competitive pricing and reliable service, Pace Van Hire operates across multiple locations, including Eltham and New Cross, catering to a fast-paced, high-demand market.
The challenge
In the vehicle rental industry, a missed call is almost always a missed booking. Pace Van Hire was struggling with an outdated on-premise phone system that lacked the flexibility to connect their different depots effectively. When one site was busy, calls would often go unanswered rather than being diverted to available staff at another location. Furthermore, the lack of call reporting made it difficult for management to track peak enquiry times or evaluate the effectiveness of their marketing spend.
The solution
We implemented a Unified Cloud Communications platform designed to act as a single, virtual switchboard for all Pace Van Hire locations.
The solution moved their telephony away from physical hardware and into the cloud, enabling seamless Multi-Site Integration. We configured intelligent call-routing rules so that if the Eltham depot is busy, the call automatically overflows to the New Cross team, ensuring maximum call capture.
Additionally, we equipped their fleet managers with a Mobile Softphone App, allowing them to manage bookings and speak to drivers while out in the yard or away from their desks. We also integrated a Call Recording and Analytics dashboard, providing the leadership team with real-time data on call volumes, missed calls, and staff performance.
The results
Pace Van Hire now operates with a truly agile communication network. The “engaged tone” has been eliminated, and call abandonment rates have dropped by over 40%.
The ability to see real-time data has allowed the company to optimize their staffing levels during peak morning and weekend pick-up windows. With a more professional, reliable system in place, Pace Van Hire has seen a direct correlation between improved call handling and an increase in total monthly bookings.
“Switching to a cloud-based system has been a game-changer for our operations. We no longer operate as isolated depots; we work as one cohesive team. The visibility we now have over our calls means we never miss a booking opportunity, and the flexibility for our staff to take calls on the move is invaluable.”
