Carpet Court Australia Achieves ‘Zero Downtime’ with Aircall and BAC Partners

The best business results come from working together. That was the idea when BAC Partners introduced Carpet Court, Australia’s largest retail flooring specialists, to Aircall.

Carpet Court Australia (Carpet Court) selected Aircall together with BAC Partners (BAC) to set up their IT infrastructure to be ready for the future of work, whatever that may look like – whether that means remote working flexibility, robust, responsive IVRs, or changing how they deliver services.

As well as being one of Australia’s leading Customer Experience Management experts, BAC is also an official Aircall Partner. BAC has played a key role in supporting Carpet Court Australia with advice, planning, and implementing Aircall as a tailored business solution. Now, with BAC’s expertise and Aircall’s cloud phone, Mark Hogan, Carpet Court’s CFO, has achieved ‘zero downtime’, and regained 20% of the time previously lost to maintenance, configuration, and daily team admin.

Carpet Court Australia (Carpet Court)

Carpet Court is Australia’s largest retail flooring specialist, with over 200 franchise networks and 170 franchisee members. Their reputation is built on years of experience fitting and servicing a wide range of floor coverings.

The Challenge

Like every business in 2020, Carpet Court was affected by the dramatic changes brought about by COVID-19. They wanted to future-proof themselves and build an IT tech stack that was robust and ready for an unpredictable future. A tech stack that was flexible, reliable, and forward-looking.

Carpet Court had a specific need to restructure its interactive voice response systems (IVRs) to ensure their franchisee members could reach the right person in their National Support Centre, quickly and accurately. Carpet Court also needed a zero downtime phone solution, to enable a more detailed understanding of conversations and interactions with franchisees. This was due to a poor experience with their previous phone provider, caused by connectivity issues.

“There was a point where 20% of my time was spent trying to work out why we were getting these dropouts and connectivity issues over the phone. It was a nightmare. We never got to the bottom of it and now, with Aircall, that problem has disappeared. We have never had that issue with Aircall. So since last November when we switched over, no dropouts, we’ve never had a problem.”
— Mark Hogan, CFO, Carpet Court Australia

The Objectives

Building a reliable and consistent IT stack

Carpet Court recognised the need to restructure its interactive voice response systems (IVRs) to ensure members reach the right person quickly and efficiently.

Underperforming and limited infrastructure

Carpet Court needed a ‘zero downtime’ cloud phone solution – one that allows a detailed understanding of the conversations and phone interactions with franchise members.

The Solution

Given Carpet Court’s current situation and growth ambitions, BAC Partners identified a business need for a scalable and simple yet robust phone solution. This is where Aircall was brought in as a powerful and efficient way to help build Carpet Court’s tech stack for the future.

At a time when efficiency is more important than ever, Carpet Court was delighted with the rapid implementation of Aircall. The collaboration between BAC Partners and Aircall meant Carpet Court experienced no downtime.

While Aircall’s various features enabled Carpet Court to streamline workflows and boost productivity, the company also took advantage of the robust Salesforce integration to enhance its franchisee and staff experiences. Connecting Aircall to Salesforce was done with a single click, allowing the team to make and receive calls directly from the Aircall app within Salesforce.

The Benefits of Aircall

Faster Member resolution

Aircall allows Carpet Court to set up an IVR that helps franchisee members find the right service and connect with the right people.

Salesforce Integration

Carpet Court can now connect Aircall to Salesforce in one click and make and receive phone calls directly from the Aircall app within Salesforce.

Flexibility and future growth

Carpet Court can plan for future growth thanks to Aircall’s many features and integrations.

The Partnership

It’s hard to overstate the value of having a dedicated partner to guide you to the right decision—and that’s exactly what BAC Partners did for Carpet Court, as Hogan explains:

“The BAC Team was really pragmatic in giving advice and feedback and guiding us in the right direction. Great partners will ask lots of questions, challenge your assumptions, and try to understand how you reached your answer.” 
— Mark Hogan, CFO, Carpet Court Australia

The Right Choice for Carpet Court 

Aircall is designed to support your business at any stage. When BAC Partners introduced Carpet Court to Aircall, they were on a journey to become more efficient.

Aircall’s ‘zero hardware’ and ‘maximum integrations’ philosophy makes it easy to scale efficiency and team size, without affecting Carpet Court’s business continuity, sales performance, or customer support.

In fact, Carpet Court was not only able to scale teams without disruption with Aircall, but adopting the platform also raised productivity and performance as standard.

“Everybody’s using Aircall now. I have my Salesforce integration switched on and it’ll be optimised in the future to support a new way of working that just wasn’t possible before.”
— Mark Hogan, CFO, Carpet Court Australia

Thanks to Aircall channel partner BAC, who led a fast and smooth Aircall implementation, Carpet Court quickly got Aircall up and running as a seamless addition to their wider IT and CRM infrastructure.

Throughout implementation, BAC played a key collaborative role with advice and careful, practical planning. All in all, this Aircall, BAC, and Carpet Court collaboration was a textbook example of Aircall’s rapid, ‘plug-and-play’ implementation, regardless of industry or IT infrastructure.

Aircall’s easy-to-use interface, 100+ smart workflow integrations, and lightning-fast setup make it simple for companies like Carpet Court to adopt and quickly see the benefits.

“Aircall is a powerful tool and has a big impact on our business. It’s very simple and efficient.”
—  Mark Hogan, CFO, Carpet Court Australia

Not to mention, Carpet Court was able to choose a solution that was perfectly suited to their needs. If this case study resonates with you, take a look at Aircall’s starter bundles, which are packed with features to help you prepare your business for the future.