Wilderness Group: Modernising Communications and Reducing Costs by 20%
How a phased cloud telephony deployment integrated Salesforce, introduced AI-powered call capabilities and supported approximately 100 users.
Leisure, Travel & Tourism
Approximately 100 users
Aviemore, Scotland | International operations
Yeastar Cloud PBX, Salesforce integration and AI call features
About Wilderness Group
Wilderness Group is an experiential travel company specialising in luxury, cultural and outdoor holidays across the UK, Ireland and international destinations. Reliable telephony and integrated customer records are essential to its sales teams, supporting effective customer communication and day-to-day operations.
The challenge: improving reliability, functionality and cost efficiency
Wilderness Group’s existing phone system was relatively costly, experienced recurring reliability issues and lacked the advanced functionality required by its sales team. With Salesforce central to its sales processes, the business needed a telephony solution that integrated with its CRM and helped staff manage customer conversations more efficiently.
The business was looking for a solution that could deliver:
Why Wilderness Group chose The VoIP Shop
The VoIP Shop provided Wilderness Group with a demonstration system to evaluate in its own working environment over several weeks. This enabled the team to assess the platform against its operational requirements before committing to a wider deployment.
Salesforce integration, AI-powered call capabilities, improved reliability and a more cost-effective service aligned the solution with Wilderness Group’s requirements. An initial deployment for 15 users provided further confidence in both the platform and the implementation process.
The solution
The VoIP Shop delivered a cloud-based telephony solution tailored to Wilderness Group’s requirements. Implementation began with 15 users before extending to approximately 100 users across the main group.
Yeastar Cloud PBX and Salesforce integration
The cloud phone system integrated with Salesforce to support the sales team’s existing CRM workflows and connect telephony with customer records.
AI-powered call transcription and summaries
AI features were introduced to transcribe calls and generate automated summaries, helping staff capture key information and review conversations more efficiently.
International number porting
The VoIP Shop successfully ported Wilderness Group's existing UK, Irish and US telephone numbers to the new platform, maintaining continuity for customers and business contacts.
A phased rollout
The phased approach enabled the team to evaluate the platform with an initial group of 15 users and build confidence before extending deployment to approximately 100 users across the main group.
The results
The transition provided Wilderness Group with a modern, integrated and more cost-effective communications solution aligned with its sales processes and wider operational requirements.
20% cost reduction
Migration from the legacy phone system delivered a more cost-effective service.
Improved reliability
Replaced a system that had experienced recurring reliability issues.
Integrated sales workflows
Salesforce integration connected telephony with the team’s existing CRM processes.
AI-supported efficiency
Call transcription and automated summaries help teams capture and review key information.
International number continuity
UK, Irish and US numbers were ported to the new platform.
Phased deployment
The initial 15-user implementation established confidence before expansion to approximately 100 users.
Customer feedback on the transition
The implementation experience was an important part of the project. Aidan Goy, IT Support Technician at Wilderness Group, shared the following feedback:
"Kieron has made the entire process of switching over as painless as possible, from initial discussions through to go live day (and putting up with about 500 emails from me!) Thanks Kieron and The Voip Shop ."
- Aidan Goy | IT Support Technician, Wilderness Group
Explore a cloud communications solution for your business
For businesses facing high telephony costs, reliability issues or limited CRM integration, The VoIP Shop offers cloud communications solutions tailored to operational requirements.
Explore the Solutions Behind This Project
Wilderness Group modernised its communications for approximately 100 users with cloud telephony, Salesforce integration and AI-powered call features.