Case Study: ESI Technologies achieves flexible, mobile customer communications and near‑elimination of missed calls with GoTo Connect (GoTo)

How ESI Technologies leveraged GoTo Connect to meet the demands of its clients in a highly competitive marketplace

ESI Technologies, a long-established supplier of process equipment and engineering solutions in Ireland, the UK and Benelux, needed to increase the flexibility and responsiveness of its phone system as customers moved to multiple online and mobile channels. As part of a wider move to cloud-based platforms, ESI evaluated VoIP options and selected GoTo’s cloud phone system, GoTo Connect, to replace its inflexible hard-wired PBX.

GoTo, working with local partner Fortay Connect, deployed a bespoke GoTo Connect setup with 76 seats across ESI’s sites in Ireland and Wales. The solution added call groups, forwarding, caller ID, auto-attendant and a mobile app so specialists can take calls anywhere; unanswered calls now automatically forward to standby receptionists or mobiles, almost eliminating missed customer calls. The rollout was smooth and delivered measurable improvements in responsiveness and customer-facing availability for ESI Technologies.

ESI Technologies

Alan Venner

IT Business Unit Leader