PGHM’s Journey to Seamless Communication with DoTel and Wildix

Transforming Efficiency and Customer Satisfaction Through Innovative Solutions

PGHM (Prince George Hydro Mechanical) is a top industrial cleaning service provider in Western Canada, specializing in high-pressure water jetting, automated cleaning, vacuum truck services, surface preparation, and hydrodemolition. With multiple offices in British Columbia, they deliver 24/7 high-quality, cost-effective solutions, making them a preferred contractor in the region.

PGHM (Prince George Hydro Mechanical) is a leading industrial cleaning service provider in Western Canada, specializing in high-pressure water jetting, automated cleaning, vacuum truck services, surface preparation, and hydrodemolition. With multiple offices in British Columbia, they deliver 24/7 service, known for their commitment to high-quality, cost-effective solutions. This dedication has made PGHM a preferred contractor in the region.

From Communication Challenges to Seamless Service

Despite their stellar reputation, PGHM faced a significant hurdle: their office phone system. It was unreliable, often failing to ring correctly or transferring calls improperly, leading to customer dissatisfaction and lost revenue. Their previous provider compounded the problem with inadequate support, long wait times, and unresolved issues.

Desperate for a change, PGHM turned to DoTel. DoTel quickly recognized the need for a comprehensive and reliable phone system and recommended Wildix. This recommendation would prove transformative for PGHM.

Enhancing Reliability and Customer Satisfaction

The implementation of Wildix revolutionized PGHM’s communication. The new system provided consistent reliability, eliminating missed calls and customer complaints. Calls are now efficiently routed to the answering service after a set number of rings, ensuring customers are always attended to, both during and after business hours. DoTel’s exemplary customer service was a game-changer. They promptly addressed any issues or changes, significantly reducing previous frustrations. Immediate email notifications for missed calls enhanced monitoring and follow-up efficiency, making the communication process seamless.

With Wildix, PGHM saw marked improvements across its business, including in efficiency. The streamlined communication system eliminated the need to manually check phones or log into Wildix Collaboration. Enhanced call clarity made it easier for staff to communicate with callers, improving the overall experience. The reliable phone system reduced office tension and frustration, as system failures were no longer a concern. Customer satisfaction improved significantly, with no complaints about reaching PGHM representatives since the switch.

PGHM benefits from basic office phone services that redirect calls to the answering service after a predetermined number of rings, ensuring 24/7/365 customer service. The prompt email notifications for missed calls have been particularly beneficial, allowing immediate follow-up without the need to check phones or log into Wildix Collaboration. The reliability of the phone system and excellent customer support from DoTel have been crucial to PGHM’s business success, ensuring constant availability to customers and providing uninterrupted services.

PGHM customers have expressed satisfaction with the prompt answering of calls, either through the office system or the answering service, allowing them to schedule necessary services at any time.

Boosting Efficiency and Service Quality

Switching to DoTel and Wildix has been more cost-effective for PGHM, with the service being 23% cheaper per month than the previous provider while delivering much better results and customer support. Since implementing Wildix, PGHM has seen a notable improvement in call handling, with 100% of customer calls being received and forwarded to operational representatives, increasing customer satisfaction and reducing lost business. Additionally, the service has saved up to 30 minutes daily in managing calls, and has increased customer satisfaction by 10–20%.

The deployment process took less than a week for one location, involving both onsite and offsite processes, with an average customer support response time of 60 minutes or less.

PGHM’s journey from struggling with an unreliable phone system to seamless communication is a testament to the power of the right technology and partnership. The collaboration between PGHM, DoTel, and Wildix showcases how tailored telecommunications solutions can significantly enhance business operations, customer satisfaction, and overall efficiency. By embracing Wildix, PGHM not only resolved their communication issues but also set the stage for continued success and growth.

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