About Prime Plumbing & Heating
Prime Plumbing & Heating is a premier mechanical services provider specializing in high-end domestic and commercial plumbing, heating, and gas installations. With a team of highly qualified Gas Safe engineers, they have built a reputation for excellence across the region, delivering everything from luxury bathroom renovations to 24/7 emergency boiler repairs and large-scale central heating installations.
The challenge
For a service-based business like Prime Plumbing & Heating, coordination is everything. Their existing setup relied on a mixture of personal mobile phones and a basic landline, which created a “communication silo.” Office staff had no visibility into engineer availability, and engineers in the field often missed vital updates on emergency call-outs while working in areas with poor signal. As the business scaled, they needed a professional, centralized system that could bridge the gap between the dispatch desk and the team on the road.
The solution
We implemented a Unified Communications as a Service (UCaaS) platform, designed specifically to support a mobile workforce.
By migrating their office number to a Virtual Cloud Switchboard, we enabled the “Follow Me” feature, which ensures that calls to the main office are simultaneously routed to the engineers’ mobile handsets via a dedicated professional app. We also integrated Digital Receptionist (IVR) technology, allowing customers to select “Emergency Repairs” to be fast-tracked directly to the on-call engineer, while “Billing” or “Quotes” are routed to the administration team.
To ensure no lead was ever lost, we enabled Voicemail-to-Email and SMS notifications, allowing the team to view and respond to customer inquiries instantly, even while on a job site.
The results
Prime Plumbing & Heating has seen a dramatic improvement in operational workflow. The time taken from an initial emergency inquiry to an engineer being dispatched has been reduced by 50%.
The company now presents a unified, professional corporate image, with all staff making and receiving calls through the business line rather than personal numbers. This transition has not only improved the customer experience but has also provided the business owner with full oversight of all client communications through a centralized call logging system.
“The new system has completely streamlined our dispatch process. We can now manage our engineers more effectively and, more importantly, we never miss an emergency call. It has given our customers a much more professional experience and given us the tools to grow our team without the usual communication headaches.”
