How Park Insurance Fixed Unreliable Remote Call Quality with a Cloud PBX Built for Their Azure Setup
How a Bristol-based independent insurance broker replaced an unreliable softphone setup with a stable Yeastar cloud PBX, dual FTTP broadband, and reporting tools built for visibility across their team.
Insurance Agency
42 staff and users
Bristol
Cloud PBX / Yeastar
About Park Insurance Services
Park Insurance is a family-owned independent insurance broker based in Bristol, England, with over 30 years of experience. Operating nationally, they specialise in tailored commercial, leisure, and niche liability insurance policies for small-to-medium enterprises (SMEs), sole traders, and individuals.
As the business grew, the phone system underpinning their day-to-day customer conversations became a source of daily friction rather than support.
The Challenge: Unreliable Calls, Unusable Reporting
When The VoIP Shop first engaged with Park Insurance, they were experiencing several issues with their existing phone system provider that were impacting both staff productivity and the overall customer experience.
The key problems included:
Unreliable remote softphone performance
Their team relied on a softphone application accessed through a remote Azure environment, but the solution was proving unreliable, with users experiencing significant call delays, poor call quality, and inconsistent performance.
Broken call reporting
Call reporting and live wallboard functionality were not operating as required, with reporting tools frequently experiencing errors.
No visibility into call activity
The unreliable reporting failed to provide the accurate insights and visibility Park Insurance needed to effectively monitor call activity, performance, and service levels.
Everyday communication made difficult:
Park Insurance needed a more reliable communications solution that could deliver clear call quality, improve user experience, and provide robust reporting tools to support their operational requirements.
Why Park Insurance Chose The VoIP Shop
After understanding the challenges Park Insurance was facing, The VoIP Shop arranged a meeting to demonstrate how its solution could address their specific requirements, including a live demonstration of the softphone application so the Park Insurance team could test the platform and experience the improvements first-hand.
Working closely with their team, The VoIP Shop ensured its application was fully compatible with their Azure remote setup, resolving the performance issues they had previously experienced. Park Insurance was also impressed with the functionality and flexibility of the live wallboard and call reporting tools, with the visibility, accuracy, and ease of use giving them the insights needed to monitor performance and manage call activity effectively.
The combination of a reliable softphone solution, successful Azure integration, and powerful reporting capabilities gave Park Insurance the confidence that The VoIP Shop could deliver a phone system that met their operational needs.
The Solution
To address Park Insurance's communication challenges, The VoIP Shop provided a complete cloud-based phone system designed around their operational requirements.
42-User Cloud PBX (Softphone Only)
A 42-user phone system with softphone applications only, giving staff a flexible and reliable way to manage calls across their existing Azure environment, configured and optimised for consistent call quality.
Call Recording
Call recording was included, allowing Park Insurance to maintain visibility over customer interactions and support quality assurance processes.
Dual FTTP Broadband
Two 1GB FTTP broadband connections were provided, one as the main line and one as a backup, to improve connectivity resilience and support reliable day-to-day communications.
Advanced Call Reporting and Live Wallboards:
Customisable live wallboard dashboards and advanced call reporting gave the team the visibility and insights needed to monitor performance, manage call activity, and improve operational efficiency.
Number Porting
Standard number porting of the main number and direct dial numbers.
Dedicated Support
Alongside the core phone system, Park Insurance benefited from a full range of standard telephony features and dedicated support from The VoIP Shop.
The Results
Reliable Call Quality in Their Azure Environment
The softphone application now works seamlessly within their Azure environment, eliminating the call quality and performance issues experienced with their previous provider.
Full Visibility Over Call Activity
Improved call reporting, live wallboard dashboards, and call recording functionality give Park Insurance greater visibility and control over their customer communications.
Resilient, Supported Connectivity
Dual FTTP connections and dedicated support from The VoIP Shop provide a robust solution that meets Park Insurance's operational requirements and improves the overall user experience for their team of 42 users.
Testimonial
What a fantastic company!! I cannot rate them highly enough! From start to finish the process was smooth and flawless. Kieron has been incredible - what an asset he is, his knowledge and can-do attitude are exemplary. Super pleased we found them, having had a terrible experience previously - they are a breath of fresh air to work with!
— Joanne Elstone, Commercial Manager, Park Insurance Services
Could The VoIP Shop Do This for Your Business?
Struggling with an unreliable softphone setup, or reporting tools that do not give you the visibility you need? We will scope a fully managed solution and support you from installation through to go-live and beyond.
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Explore the Solutions Behind This Project
Park Insurance runs on the same cloud PBX platform and connectivity
we deploy for offices across the UK. Here is what powered this project.