With 15 locations across the North West, Petty Real needed a modern telephony system to match its award-winning service. Their existing setup—split across multiple providers—was limiting communication, increasing costs, and impacting customer experience.
Creative Networks stepped in to deliver a unified 3CX solution, streamlining operations, enabling seamless inter-office connectivity, and giving each site more control, all while laying a scalable foundation for future growth.
About the Company:
Petty Real is a well-established and award-winning estate agency group operating across 15 sites in Lancashire and Cheshire. Renowned for delivering outstanding customer service, the firm has built a strong reputation in the property market. With a focus on innovation and client satisfaction, Petty Real continues to invest in technology and operational efficiency to support its ongoing expansion and maintain its position as a market leader.
What were the challenges?
The current telephony solution was split between various providers across the region with varying service levels. This was vital to be managed as Petty Real is a service driven business and downtime is critical. The various systems wouldn’t allow effective communication between offices and mobile workers which meant high costs and lack of service when dealing with customers and internal teams.
As the systems were with different providers, there was limited reporting and feature capabilities, thus not allowing the business to be working as effectively as they wanted to – especially with the growth plans they had in mind.
What were the solutions?
Petty Real engaged with Creative Network to discuss options and the best way to manage the whole network of offices with one solution.
We introduced 3CX as this could be rolled out to all the sites effectively, easily managed by one central solution whilst still giving each individual site control of reporting function and features.
Petty real wanted to move to a system that was not only cost effective, but was also offering a host of considerations including flexibility, agility, ability to scale, integration, a range of features and a solid disaster recovery function.
Key Outcomes:
Communication
The 3CX solution has changed the way Petty Real's customers communicate with them, with uniformed IVR, specific hunt groups and dedicated call forwarding for all sites which help with the customer journey.
Flexibility
Mobile workers now enjoy an effective solution where they can make calls of their mobile apps or the softphone feature. This has added another dimension to providing excellent service all round.
Efficient
The flexibility, features and quality of the 3CX solution has meant efficiency has increased internally and therefore increasing customer satisfaction.
Experts in IT solutions
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