CASE STUDY
Beaverbrooks is a long-established UK jewellery retailer known for exceptional customer service and in-store experience. With a nationwide estate of stores, the business relies on reliable, high-performance connectivity to support store operations, staff mobility, and real-time access to critical systems—ensuring technology enhances the customer journey rather than interrupts it.
UK jewellery retailer Beaverbrooks has worked with VCG for the past 18 years and continues to see significant business benefits as a result. Customer service, stocktaking and access to data have all improved throughout the partnership.
UK jewellery retailer Beaverbrooks has worked with VCG for the past 18 years and continues to see significant business benefits as a result. Customer service, stocktaking and access to data have all improved throughout the partnership.
Challenge
As in-store operations became increasingly technology-driven, Beaverbrooks faced the challenge of ensuring its infrastructure could keep pace with evolving retail demands. The business needed faster access to data, seamless connectivity for staff and managers, and reliable systems to maintain consistent service levels across its estate, all while supporting stock management, customer interactions, and operational oversight.
To address these challenges, Beaverbrooks and VCG undertook ongoing network upgrades across 73 stores. Improvements included 3/4G backup, higher-bandwidth connections, router hardware refreshes, and new wireless access points. These investments provided a foundation for operational agility and supported a more personalised in-store customer experience.
This technology has also made the sales process more personal, enabling store staff to complete a transaction with the customer instead of having to guide them to another part of the store.
Solution
Beaverbrooks selected VCG for IP telephony to reinforce its commitment to delivering the highest possible level of customer service. Incoming calls are automatically routed to the appropriate teams, ensuring customers reach the right place quickly and that calls are handled more efficiently across the business.
The IP telephony platform integrates seamlessly with Beaverbrooks’ wider network and store systems, providing consistent call quality and reliability across all locations. Built-in resilience ensures communications remain available during connectivity issues, supporting uninterrupted customer engagement and day-to-day operations.
The solution connects Beaverbrooks’ area, display, and training managers directly to head office systems when they are in-store. With easy, reliable connectivity to the in-store wireless network, managers gain full and rapid access to all IT systems, improving visibility, collaboration, and operational effectiveness.
Handheld point-of-sale (PoS) terminals have been introduced alongside the main PoS using Vodat’s wireless network, enabling staff to transact with customers anywhere on the shop floor. The retailer relies on real-time connectivity to head office systems and credit card acquirers, which is supported by VCG’s resilient 3/4G solution, ensuring consistent performance and transaction reliability.
“Everything is secure by design now. Security is everybody’s responsibility”
The new system is already enabling Beaverbrooks’ Area, Display, and Training managers to access Head Office systems more effectively while in-store. This improved connectivity allows them to work seamlessly without needing to return to head office, increasing productivity and operational oversight.
Managers can now easily connect to the in-store wireless network, ensuring fast and reliable access to all IT systems. This reduces delays, supports real-time decision-making, and streamlines day-to-day store operations.
With full and rapid access to systems, staff are better equipped to manage stock, support sales, and deliver high-quality customer service. The upgraded infrastructure helps the business operate more efficiently and supports a consistent, technology-enabled customer experience across all stores.
The new system is already enabling Beaverbrooks’ Area, Display, and Training managers to access Head Office systems more effectively while in-store. This improved connectivity allows them to work seamlessly without needing to return to head office, increasing productivity and operational oversight.
Managers can now easily connect to the in-store wireless network, ensuring fast and reliable access to all IT systems. This reduces delays, supports real-time decision-making, and streamlines day-to-day store operations.
With full and rapid access to systems, staff are better equipped to manage stock, support sales, and deliver high-quality customer service. The upgraded infrastructure helps the business operate more efficiently and supports a consistent, technology-enabled customer experience across all stores.
VCG’s partnership has helped Beaverbrooks modernise its retail operations and create a more agile, responsive environment for staff and managers. With enhanced connectivity, resilient communications, and real-time sales capabilities, the retailer is well positioned to continue delivering exceptional customer service while supporting future growth and innovation across its store network.
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