How PerryGolf Hit An Ace With VirtualPBX

PerryGolf, founded in 1984 by two brothers, specializes in organizing high-end golf trips to worldwide destinations. With 28 employees spread across the UK and the United States, PerryGolf has established itself as a leading provider of luxury golf packages and golf cruises.

When PerryGolf was seeking a phone system to consolidate its offices in 2005, VirtualPBX emerged as the perfect fit. The combination of VirtualPBX’s steadfast commitment to its customers and its comprehensive feature set made it the ideal choice. Since then, PerryGolf has been a satisfied customer of VirtualPBX for 18 years, relying on their services to streamline communication and support their daily operations.

Perry Golf-Logo

Communication Challenges Before VirtualPBX

Before implementing VirtualPBX, PerryGolf experienced communication challenges, particularly due to a lack of integration between its intercontinental offices.“There was a disconnect between the US and the UK office. If someone called the wrong office, we would have to go to square one and start again. It certainly was not seamless,” said Gordon Dalgleish. The lack of seamless integration hampered their efficiency and customer service. These challenges not only impacted internal communication but also resulted in inconsistent and unreliable experiences for their customers:

  • Disconnected communication between the US and UK offices
  • Calls were frequently being directed to the wrong department
  • Lack of call handling integration between different office locations
  • Delays and frustrations caused by having to start calls from scratch
  • Difficulty in transferring calls smoothly between staff members
  • Inefficient communication hindered operational efficiency

Integration & Global Connectivity

PerryGolf recognized the need for a comprehensive communication solution to address these pain points and ensure they could maintain a professional image while delivering exceptional service. VirtualPBX seamlessly integrates PerryGolf’s offices in the United States, the UK, and South Africa. It allows their employees, even those working remotely, to stay connected and collaborate effectively. This global connectivity has greatly enhanced their operational efficiency and productivity.

Perry Golf Global Connectivity

A Premium Service Requires Premium VoIP

PerryGolf recognizes the critical role of premium VoIP in delivering an exceptional service experience that aligns with their brand and caters to the high expectations of their discerning clientele. As a business that has thrived based on its commitment to providing a superior level of service, PerryGolf understands that their customers expect nothing short of excellence. By utilizing premium VoIP technology, PerryGolf ensures that their communication infrastructure matches the premium service they offer.

Attend The Open with PerryGolf by Gordon Dalgleish
"At the end of the day our business has grown because of a high service level. We deal with type A personalities that have high service expectations. We sell a premium service. We’ve got a premium brand. At the same time, we’ve got to deliver the service. Our business is about being our clients advocate. That’s one of the principal reasons we’ve been successful."

Gordon Dalgleish
Gordon Dalgleish
President & Co-Founding Director of PerryGolf

Core Features Used By PerryGolf

VirtualPBX’s advanced telephony features have played a crucial role in PerryGolf’s success. As a company that prides itself on providing a high level of service, effective communication, and professional presentation are paramount. PerryGolf utilizes the following features to create a strong first impression with clients and deliver a memorable service experience:

Mobile Softphone App: Initially, PerryGolf had reservations about the value of the Mobile Softphone App. However, over time, they realized its benefits. The app not only saves costs but also offers additional functionality that was not available with their previous phone system. It allows employees to make and receive calls without revealing their personal cell phone numbers, ensuring a professional image and protecting their privacy.

Multiple Auto Attendants: PerryGolf effectively utilizes Multiple Auto Attendants to streamline their communication processes. With separate auto attendants for their US and UK numbers, they ensure that incoming calls are appropriately directed, enhancing the efficiency of their call handling. This feature allows callers to reach the desired department or individual directly without unnecessary transfers or delays. By customizing their auto attendants, PerryGolf creates a professional and personalized experience for their callers, reinforcing their commitment to delivering exceptional customer service.

1-800 Numbers: By harnessing Toll Free Numbers, PerryGolf significantly boosts customer engagement and extends its market reach. By offering toll-free numbers, they make it convenient and cost-free for customers to connect with their team, regardless of their location. This customer-centric approach not only improves accessibility but also creates a professional and trustworthy image for the company. The 1-800 numbers enable PerryGolf to track and analyze incoming calls, gaining valuable insights into customer preferences and trends. This data-driven approach helps them refine their services and tailor their offerings to better meet their customers’ needs.

Dynamic Voicemail: With Dynamic Voicemail, PerryGolf ensures that every missed call is handled promptly and professionally. The feature allows callers to leave detailed messages, which are then automatically forwarded to the appropriate team member’s email or mobile device. This seamless integration enables PerryGolf to stay connected and respond to customer inquiries in a timely manner, even when they are away from the office. By leveraging dynamic voicemail, PerryGolf enhances its customer service and maintains a high level of responsiveness, ultimately strengthening its relationships with clients.

Call Forwarding: With Call Forwarding, incoming calls are seamlessly redirected to the appropriate team member, ensuring prompt and uninterrupted customer service. Whether employees are working remotely or are on the go, calls can be effortlessly forwarded to their mobile devices or other designated numbers. This flexibility allows PerryGolf’s employees to maintain constant accessibility, regardless of their physical location. By leveraging call forwarding, PerryGolf ensures that important calls are promptly answered and that their clients receive the attention and assistance they require, contributing to a seamless and satisfying customer experience.

Call Transfers: PerryGolf effectively utilizes Advanced Transfers to facilitate seamless communication and collaboration among their team members. Now they can effortlessly transfer calls from one staff member to another, ensuring a smooth and uninterrupted flow of conversation for their customers. Whether it’s transferring a call to a specialist or connecting a caller to the appropriate department, this feature allows PerryGolf to efficiently handle customer inquiries and resolve issues in a timely manner.

Commitment to Excellence

In conclusion, VirtualPBX has been a trusted partner for PerryGolf for nearly two decades. Their comprehensive communication solution has seamlessly integrated offices across different locations, improved operational efficiency, and enhanced customer service. By delivering exceptional support and enabling effective collaboration, VirtualPBX has contributed significantly to PerryGolf’s continued success in the luxury golf travel industry.

Gordon Dalgleish experienced the service level of VirtualPBX firsthand, “One of the things that sets VirtualPBX apart is there is a tenable sense of loyalty to the customer. Which does not exist in many technology companies. The longer VirtualPBX can hold onto that, it’s worth something.”