QLine IT sees every customer call - recorded, transcribed and dashboarded
A 15-person UK IT support provider replaced ordinary VoIP with ONSIM Landline SIMs and hosted telephony, gaining real-time transcripts of every call and the data to prove issues get resolved.
Team on ONSIM
Order to go-live
Call visibility
The customer
QLine IT is a Leeds-based IT support provider serving businesses and homes across the UK - a team of around 15 with a reputation built on response times. In IT support, the phone is the product: problems arrive by phone, and reputations are made by what happens next.
The problem
QLine IT ran on regular VoIP telephony, and the frustration was visibility. There was no access to call audio, no transcription, and no way to run analysis across conversations - which meant no way to check that every reported problem was picked up and resolved correctly, no data for the customer dashboards they wanted to build, and the usual VoIP tax of missed calls, lost work and wasted time. For a business that sells responsiveness, not being able to measure it was the real cost.
What we deployed
Landline SIMs for the team alongside ONSIM’s hosted phone system, with network-level call recording and AI transcription over the top. Existing numbers were ported in and new ones added - in QLine IT’s words, flawless - and the whole team was live within days of ordering.
The result
Every customer call is now recorded and transcribed in real time. The team reviews transcripts to confirm that problems raised on calls are logged and resolved correctly, and the call data feeds the responsiveness reporting their customers see. Asked for the single change that mattered most, the answer was simple: call recording and transcription.
Your version of this story starts with a call
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