About QualVecom

QualVecom is a car parts distributor operating across the Republic of Ireland and Northern Ireland. Established in 1999, the business manages approximately 30,000 parts across two facilities and handles high volumes of daily orders from independent factors, garages and mechanics.

With around 600 calls processed each day, effective communication is vital to their business performance. As the company expanded, it needed a scalable and intelligent communication system to support growth, improve visibility and reduce missed opportunities.

The Challenge

High call volumes during peak periods led to missed calls, with limited visibility beyond basic daily totals. This created uncertainty around possible lost sales opportunities. Separate systems for call handling and call recording made it difficult to track interactions and access information efficiently.

The business required better insight into call patterns and staff performance, as well as support for remote and flexible working.

Our Solution

GoldStar Voice and Data implemented a fully integrated iPECS Cloud solution, consolidating call handling, reporting and recording into a single platform. The deployment evolved over time as QualVecom grew, moving through multiple iPECS systems before reaching a cloud-based environment designed for scalability. The solution includes iPECS ONE for flexible working and web-based applications that provide easy access to system data from any location.

By unifying systems and introducing advanced analytics, QualVecom gained a clear view of call activity, staff performance and peak demand periods.

The Results

The integrated platform provides a single source of truth for call data, making it easier to access recordings, monitor performance and manage operations efficiently. Advanced analytics have enabled the business to identify peak call times and adjust staffing schedules accordingly, reducing missed calls and improving customer service. The cloud-based system supports remote working and expansion, allowing new users and locations to be easily added.

QualVecom continues to expand its operations, including the addition of a new facility to support increased stock and distribution capacity. The scalability of iPECS Cloud ensures the communication system can grow alongside the business.

With a long-standing partnership with GoldStar and a reliable, flexible platform in place, QualVecom is now ready to support ongoing growth and maintain high levels of customer service.