Case Studies

• Testimonials

Corporate Group Xperiences

Corporate and Group Xperiences is an Australia owned company offering real experiences and activities for any group size and any location. They have successfully delivered programs including unique and original 'Survivor' challenges and 'Amazing Race' style activities, and range from a simple ice breaker to a 2 hour dynamic Team Building activity or an advanced multi-day Adventure experience.

The Issue

C&G Xperiences, like many SME’s, rely on their telephone lines, mobiles and emails to communicate on a daily basis with both customers and suppliers, so they have to keep their lines working. Their telephone lines, mobiles and internet were all with the same supplier, one of Australia’s biggest telecommunications companies. However, whenever they called this company to ask them to explain why their bills were so high, they were forced to wait for long periods of time before even getting to speak to an operator, and then were transferred from one department to another trying to get answers. They were wasting so much time and energy making calls to this company every month, trying to get their bill right, that they ended up buying a telephone headset so they could keep working while being placed on hold!

Their biggest issue was that they were told that somehow, they had entered into a new 2 year contract on all of their mobiles. However, nobody had ever explained to C&G Xperiences that this was the case, so they wanted proof of the new contract. When they called their phone company to ask for a record or voice recording authorising the new contract, they were (eventually) told they had to log a complaint. Only problem was, someone from the company needed to call them back for them to log a complaint. No surprise, they’re still waiting for the “callback” (after having asked for this twice over two wasted phone calls), and have lost count of the hours they’ve spent with this company trying to get their service right.

How Phonestar is providing Real Service

The first thing Phonestar did was to spend some time with Corporate and Group Xperiences, to find out more about their current setup and what other options they might have to streamline their services. Phonestar was then able to transfer their main phone lines and internet service, giving them advice on each component of the bill and how they could eliminate unnecessary costs and additional charges. Corporate and Group Xperiences kept all their same phone numbers and the transfer occurred without any loss or downtime in service.

Most importantly, Phonestar has provided Corporate and Group Xperiences with the name and direct number of their own Account Manager. Now, when they need their questions asked, they get straight through to the same person, who knows their existing setup and can answer their questions quickly and easily.

The End Result

• No more wasted time on hold
• Dedicated Account Manager
• Finally have the correct details on their bill

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