Arrow Comms
Streamlining sales, project delivery and service management with one central platform.
Arrow Comms Ltd
A North East-based communications provider
Arrow Comms Ltd is a North East-based telecommunications and business communications provider delivering managed telecoms and communications infrastructure solutions to businesses across the UK. Their services span cloud telephony, VoIP, Unified Communications (UCaaS), business mobile services, connectivity solutions, structured cabling, wireless networking, and ongoing managed support.
Known for providing tailored communications solutions rather than off-the-shelf packages, Arrow Comms combines local service with national reach, helping organisations modernise communications, support hybrid working, and improve collaboration.
Limited visibility across sales and service
As Arrow Comms continued to grow, the business needed greater visibility across both customer-facing sales activities and internal service delivery processes. The team wanted a system that could manage:
- Sales activities including leads, opportunities and quotations
- Customer projects and delivery tracking
- Helpdesk operations and support requests
- Improved visibility of engineer activities in the field
- Better automation through structured workflows
A particular challenge was introducing a helpdesk system for the first time. Without previous experience of managing support processes through a dedicated platform, the team needed a solution that could adapt as their requirements evolved.
One platform for sales and service management
Arrow Comms implemented OpenCRM as a central platform for both sales and service management. The sales team uses OpenCRM to manage the full customer journey, from initial lead through to opportunity management and quotation creation.
Alongside this, OpenCRM was configured to support their growing helpdesk operation. As first-time helpdesk users, the team adopted an iterative approach, refining processes and workflows as they gained experience and identified new opportunities for automation.
One of the most impactful developments was the creation of a bespoke job completion JotForm for field engineers, integrating directly with OpenCRM Projects to automatically update project records when work is completed.
This gives the team access to:
- Detailed job completion information
- Site photographs
- Customer sign-off and approval
- Centralised project updates
- Complete visibility without relying on manual administration
A single source of truth for project and service delivery
Improved project visibility
The integrated engineer completion form has transformed the way Arrow Comms manages project delivery. Information that was previously distributed across emails, paperwork and individual updates is now available in a single location within OpenCRM. Project managers can quickly view job details, supporting images and signed customer confirmations, providing a complete audit trail for every completed installation.
Greater service management capability
Introducing a helpdesk system has enabled Arrow Comms to begin formalising its service processes. While the team continues to refine and optimise its workflows, OpenCRM provides the flexibility to evolve alongside the business. By adopting workflow automation, Arrow Comms is reducing manual effort and identifying new ways to improve internal efficiency.
High user adoption
A key measure of success has been the strong adoption of the platform across the business. OpenCRM is now being used throughout daily operations, with team members actively exploring new functionality and identifying additional ways to enhance their processes. Rather than simply following predefined processes, users are regularly proposing new ideas and asking how OpenCRM can support further automation and operational improvements.
Empowered internal teams
The system has been particularly well received by the helpdesk team, where technically minded users have quickly embraced the platform and helped drive adoption across the organisation. This engagement has accelerated the rollout of new processes and created a culture of continuous improvement around the use of OpenCRM.
Building on the foundations already in place
With OpenCRM now embedded across both sales and service operations, Arrow Comms is focused on taking greater advantage of workflow automation and process optimisation. By continuing to build on the foundations already established, the business is well positioned to improve operational efficiency, enhance customer service delivery and support future growth.
- Centralised management of sales and service operations
- Improved visibility of project delivery and engineer activity
- Automated updates from field engineers into Projects
- Customer signatures and site photos stored against project records
- Introduction of a structured Helpdesk process
- Increased workflow automation opportunities
- Strong user adoption across the business
- Greater efficiency and collaboration between teams
- Scalable platform supporting future growth initiatives
- Single source of truth for customer and operational information
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