Everything was aimed at streamlining the business. But without a working phone system, there was a major problem.

The next system it ended up with was based around a Samsung offering. "The phones were OK. But it couldn't do everything."

Eventually things got worse.

"I was getting complaints every day from everyone that we [had contact with]; from customers, our suppliers, internal stuff. Even our sales reps on the road couldn't get through to talk to anybody.

"The customers must have thought we were idiots. So it was critical for us to fix that problem."