
Plessey is a leading technology manufacturer and employer in Plymouth, with approximately 350 staff. Plessey operates in an industry where effective communication, both internally between staff and externally with clients, is critical. However, they recently came to Agile Comms with a serious communications issue that needed addressing. We were delighted to be able to assist Plessey and provide a more intuitive and effective cloud phone system, with transformative results quickly reported.
The Challenge
Before turning to us, communication had really broken down at Plessey due to failures with an existing and poorly adopted Gamma VoIP solution. Staff had virtually given up on their work phones, instead resorting to personal mobiles or email for communication. User adoption had completely failed, leaving key departments isolated and inefficiencies widespread.
The Solution
These issues needed to be addressed quickly and effectively, and we tackled them head-on by conducting an in-depth discovery session with key stakeholders to understand user frustrations, workflow patterns, and operational requirements. It was clear that the existing system lacked user buy-in due to poor interface design, lack of mobile flexibility, and minimal support.
The solution we identified and subsequently implemented was a cloud-based phone system (8×8), chosen for its reliability, flexibility, and user-centric design. The key focus of our solution was rebuilding trust in technology by prioritising user experience and usability. The solution also delivered mobile access, call analytics, softphone capability, and CRM integration, significantly enhancing communication flow.
To address low levels of user adoption, we rolled out the cloud phone system on a phased basis, beginning with champion users, supported by comprehensive training and real-time onboarding. Our helpdesk was on standby to assist users throughout the transition, minimising downtime and anxiety, and we provided a single point of contact for project coordination and maintained weekly progress updates.
In addition to the cloud phone system, we took over Plessey’s mobile phone services, streamlining communications support by proactively managing their entire mobile communications. Our simple and flexible mobile service allows them to change and adapt whenever needed.

Bryn on site at Plessey as part of the phone system installation process.
The Results
Post launching the new cloud phone system at Plessey, we incorporated usage analytics to track adoption rates and feedback, allowing us to make rapid adjustments where needed. This tracking also allowed us to instantly monitor the impact of the cloud phone system upgrade, and results were impressive.
Internal call traffic increased hugely, from 80 calls a month to over 3,000. Simultaneously, internal email usage declined noticeably and support tickets related to communication issues dropped significantly. Moreover, the leadership team at Plessey noted enhanced team collaboration and improved responsiveness across departments. It’s safe to say that the cloud based phone system restored staff confidence in communication, with 8×8 quickly becoming an invaluable resource across the business.
Neil Edlin, IT Manager at Plessey, said:
“Agile Comms has consistently delivered outstanding service and support throughout our engagement. From the initial provisioning of our demo system to the full deployment of our 8×8 voice solution, their team, especially Ollie, James and Bryn, has been proactive, knowledgeable, and incredibly responsive. Whether it was coordinating admin access, managing SSO synchronisation, or resolving extension count discrepancies, they handled every detail with precision and care.
Their pricing has also been refreshingly competitive. When faced with aggressive offers from other providers, Agile Comms worked hard to close the gap, reducing license costs and even waiving additional delivery charges where possible. Their flexibility around mobile contracts, including reduced admin fees for early terminations and tailored roaming options, has been particularly valuable for our team.
Beyond the technical delivery, Agile Comms has fostered a genuine partnership, whether it’s arranging hospitality events to strengthen relationships or simply being available for a quick call to keep things moving. We’re thrilled with the results and look forward to continuing our collaboration with a team that truly understands what great service looks like.”
This cloud phone system upgrade for Plessey highlights how a human and people first approach to communications technology is essential. While a technical upgrade to the Gamma VoIP system was a critical need, the solution also needed to restore trust and offer seamless user experience.
By providing an intuitive cloud phone system via a carefully planned rollout, Agile Comms was able to overcome the damage done by past failures and give Plessey a solution that is now core to operations.
If your business is also struggling with user adoption due to a failing phone system, we can help. Simply contact us now to discuss your requirements and we’ll find the right solution for your organisation, whether that’s 8×8 or another suitable cloud phone system.