SCG help Wolf Safety Lamp Company adopt hybrid working during COVID19 by modernising their business communication system
The world’s leading manufacturer of hazardous area portable and temporary lighting for safe use in potentially explosive atmospheres, Wolf Safety Lamp Company, were looking to adopt a new generation communication system. Their aim was to improve their operational efficiency and internal & external communication for better customer service and support.
The Challenge
“Our primary objective was to improve our external and internal communication,” stated Miles Jackson, Sales Director at Wolf Safety Lamp Company Limited. “We went through COVID19 with our old communication system that we had been using for 14 years. That system had served its time and wasn’t ideal for our remote working situation, as it could not meet the needs of the changing working environment and modern workforce.”
“We did a lot of business communication via email, therefore, previously we didn’t feel it was a major problem. However due to COVID19, what we found problematic was connecting with customers. We had to use our personal mobile phones, and apps like WhatsApp, which wasn’t ideal or compliant with company and GDPR policies. We wanted to change what we were doing in terms of privacy and security. During the COVID pandemic, we realised it was time to adopt hybrid working, using a modern, fit for purpose, communication solution. We wanted to be flexible and mobile, not tied to the office space – and COVID proved it was absolutely necessary.”
The Solution
At the beginning of 2021, the organisation made the decision to replace its existing phone system. SCG, already a trusted partner for approximately 20 years and historically responsible for supplying telephony lines, was selected to support the upgrade. Their service offering, combined with a long‑standing relationship built on trust and understanding, positioned them as the natural choice for the transition.
During the evaluation phase, a new telephony system was identified that could deliver the advanced communication capabilities required by the business. The system offered a comprehensive feature set and supported hybrid working, aligning well with the organisation’s evolving operational needs.
When reviewing different providers, two factors ultimately influenced the final decision. First, the chosen solution offered real‑time availability information directly on the company’s website contact page, enabling visitors to initiate chat, voice calls, video sessions, and screen sharing without leaving the site. This level of integration was new to the organisation and became a key differentiator.
Second, the implementation process proved efficient and straightforward. Aside from minor infrastructure updates required to replace the previous basic phone system, the rollout was quick, and staff onboarding was simple. These elements contributed to a smooth and seamless migration to the new telephony platform.
The Results
Miles outlined the benefits that the new telephony system, implemented with support from SCG, has brought to Wolf. He confirmed that the organisation has regained its pre‑COVID levels of efficiency and successfully overcome the limitations of the previous phone system.
“We’re getting better communication with customers, that’s the main benefit. The system allows us to call not only within the UK but also internationally which makes our daily operations quicker and more efficient. We used to communicate by email a lot due to some limitations of our previous telephone system, but now, when we have a query, we can just pick up the phone and call the customer directly in real time.”
“Having an effective phone system is essential for good communications with customers. The new system has given us the ability and confidence to respond quickly and efficiently to our customers needs. As a business, we believe it is vital to keep close to our customers, and it’s always much better to have a personal phone conversation than to just send an email or message. Certainly, from a sales point of view, it’s very important to keep in contact and have good relationships with our customers, and it’s always easier over the phone than by email: people buy from people, not from emails!”
