Plymouth Citybus, a proud member of the Go-Ahead Group, is a leading regional bus operator serving the vibrant communities across Plymouth and Cornwall. With a dedicated team of 900 professionals, they are committed to providing reliable, efficient, and sustainable transportation solutions. Their operations extend beyond just moving people on buses; they manage a diverse fleet of vehicles and a full-service commercial garage, ensuring that their vehicles are always road-ready, and their passengers receive the best service possible. At Plymouth Citybus, they believe in continuous innovation and adaptability, striving to meet the dynamic needs of their customers and the communities they serve every day.

 

Plymouth Citybus’ communications were reliant on a legacy on-premise PBX phone system, which was becoming increasingly inefficient and costly. The system was not scalable and lacked the flexibility needed to support the company’s growing communication needs. Plymouth Citybus required a modern solution to enhance its communication infrastructure, streamline operations, and improve overall efficiency without causing significant disruption to its daily activities.

 

Agile Comms partnered with Plymouth Citybus to implement an advanced 8×8 hosted Unified Communications solution.

The transformative project involved several key phases:

 

  1. Requirements Analysis:

  • Conducted detailed consultations with each department to understand their specific needs.
  • Identified critical communication requirements for the operations team handling driver queries and the customer services department managing client and timetable calls.
  • The understanding obtained from this stage of the project allowed us to recommend a unified communications solution totally tailored to the unique needs of Plymouth Citybus.

 

  1. Transition Planning:

  • Designed a comprehensive transition plan to migrate from the on-premise PBX system to the 8×8 cloud Unified Communications service.
  • Ensured minimal disruption by carefully planning the transition process.

 

  1. Implementation:

  • Ported all existing phone numbers to the new system.
  • Set up the new system, including call groups and call routing tailored to Plymouth Citybus’s operational requirements.
  • Configured desktop and mobile apps to replace traditional physical phones, providing flexibility and mobility to the staff.

 

  1. Training and Support:

  • Conducted extensive training sessions for all staff members to ensure smooth adoption of the new system.
  • Provided ongoing support to address any issues and ensure seamless operation.

 

The implementation of the 8×8 hosted phone system by Agile Comms delivered several significant benefits to Plymouth Citybus:

  • Enhanced Communication: The new system improved communication efficiency between the operations team, drivers, and customer service representatives.
  • Flexibility and Mobility: The transition from physical phones to desktop/mobile apps allowed staff to manage communications more flexibly and effectively.
  • Scalability: The cloud-based system provided the scalability needed to support Plymouth Citybus’s growing operations.
  • Minimal Disruption: The careful planning and execution of the transition ensured minimal disruption to daily operations.
  • User Satisfaction: Comprehensive training helped staff adapt to the new system quickly, resulting in high user satisfaction and improved productivity.

 

Richard Stevens, Managing Director at Go South West (CityBus) said:

“Agile Comms expertly guided us through what could have been a challenging transition, ensuring a smooth and stress-free migration to our new communication system. Their attention to detail, proactive approach, and commitment to minimising operational disruption made a significant difference. The new 8×8 hosted solution has transformed our voice communications, providing us with the flexibility and scalability we need as we continue to grow. We couldn’t be more satisfied with the outcome and the excellent support provided throughout the process.”

 

James Fisher, Director at Agile Comms said:

“It’s been a pleasure working with the team at Citybus and to see the immediate positive impact of the new 8×8 solution. It’s a busy business and has some important communications channels to serve.”  

 

Agile Comms successfully transformed Plymouth Citybus’s communication infrastructure, providing a modern, efficient, and scalable solution with the 8×8 hosted phone system. This project highlights Agile Comms’s ability to deliver tailored solutions that meet complex operational needs while ensuring a smooth and seamless transition.

 

If you would like to discover how our flexible communications services could help you to transform communications in your business, please get in touch with us.