Discover how Nationwide Energy uses x‑bees AI to boost efficiency, streamline customer service, and resolve disputes with speed and accuracy.
Nationwide Energy specialises in helping hospitality businesses, from pubs to hotels, reduce energy costs and find the best utility contracts.
The Problem
Nationwide Energy are specialists in the hospitality sector, providing not only excellent contractual rates and reliable suppliers, but also supporting their customers in reducing consumption. A major part of their promise is accessibility: if a customer calls, they know someone will answer within twenty seconds.
With this commitment to service at the heart of their business, the team recognised that their existing phone system was holding them back. It lacked visibility and made it difficult to properly audit calls, track staff activity, and manage follow‑ups. For a company growing quickly and managing both in-house and field sales teams, a more connected and intelligent system was needed to maintain the same high level of customer service.
We looked at a couple of different options, but x‑bees stood out as one of the best. The AI integration has been a game changer — calls are logged directly into our CRM, so as soon as the phone goes down the agent has the transcript by email and in the notes automatically. If a customer ever raises a dispute, we can pull up the record instantly and share it, which backs us up every time. x‑bees has given us visibility, smoother follow‑ups, and made life a lot easier. If we lost it tomorrow, it would put us back years. I honestly couldn't imagine life without it.
Dean O'Hara
Managing Director, Nationwide Energy
The Solution
Nationwide Energy explored several options but found that x‑bees stood out as the right fit for their needs. What impressed them most was the accuracy of the transcriptions and how easily the platform could integrate with their existing systems.
With x-bees in place, every call is now automatically transcribed. The transcript is emailed directly to the agent who handled the call and entered straight into the CRM, creating a complete and reliable record. This has transformed the way customer interactions are managed: any disputes can be resolved quickly by pulling up the transcript, giving the team clear evidence to support their position.
The integration with the CRM has also streamlined day-to-day processes. Instead of manually adding notes, everything flows directly into the system, saving time and ensuring information is always consistent. For the field sales team, the x‑bees mobile app and virtual numbers have been a game-changer, allowing them to pick up calls wherever they are. This means that even if a call isn’t answered straight away, it’s never missed.
The Result
The introduction of x‑bees has had a profound impact on Nationwide Energy. What was once a fragmented process has become seamless, with every call and interaction recorded, accessible, and easy to manage. The ability to track follow‑ups and performance across the team has improved dramatically, giving managers the visibility they need without adding complexity.
For customers, the experience is smoother and more reliable than ever. They can trust that their calls will be handled quickly, that any issues will be resolved with professionalism, and that no enquiry will fall through the cracks. For staff, the automation and CRM integration has reduced admin work, giving them more time to focus on serving customers and growing relationships.
As Managing Director Dean O’Hara reflected, x‑bees has become an integral part of the business. It has simplified processes, strengthened customer trust, and enabled the team to deliver consistently high standards. He describes it as a system that has brought everything together — and one that, if taken away, would set the company back years.
Requirements
- A more connected and visible communication system to support rapid customer response.
- Accurate call records to audit interactions and resolve customer disputes.
- Integration with the CRM to reduce manual admin and maintain consistency of notes.
- Flexibility for the field sales team so calls are not missed when away from the office.
- A solution that could grow with the business while keeping service standards high.
Value Gained
- Reliable call transcriptions automatically sent to agents and stored in the CRM.
- Faster and more professional resolution of customer disputes with clear transcripts.
- Streamlined operations through automation, saving staff time and reducing errors.
- Improved follow‑up tracking and visibility of staff performance.
- Enhanced customer trust and satisfaction, with calls always answered or captured.
The solution has been provided by the Wildix Partner
- LOQEX
- 14A High St, Evesham WR11 4HJ, United Kingdom
- contact-us@loqex.com
- +44 1386 335959
- loqex.com
