Since 2012, The Calls Warehouse in Manchester has been the friendly face behind telecoms for homes and businesses across the UK. From VOIP installations to broadband packages, they’ve been helping SMEs cut through the noise and find the right fit – whether that’s a cloud solution or simply a SIM card.
The Background
Fast forward to today, and the team is guiding customers through the Big Switch Off – the nationwide move to digital systems before the looming cut‑off date at the end of the year. It’s a huge change, but The Calls Warehouse has already helped 90% of their customers make the leap, future‑proofing their setups and giving them peace of mind. Their goal? To have 99% switched over by December 2026.
Behind the scenes, keeping all those details in check and every customer journey flowing smoothly is FLG – the digital backbone of their business. It’s more than just software; it’s the nerve center that keeps conversations alive, nurtures leads, and makes sure no opportunity slips through the cracks. For The Calls Warehouse, FLG isn’t just a tool – it’s another member of staff that helps them stay connected, responsive, and human in everything they do.
A New Journey
Recently, The Calls Warehouse began exploring parts of the system they hadn’t touched before. In the past, they didn’t see how these features would fit their way of working. But times change, and one area that’s caught their attention is Journeys.
Think of Journeys as guided forms or fact‑finds. They walk customers through the questions that really matter, showing only what’s relevant so people stay engaged and keep moving forward. Instead of overwhelming customers with endless fields, Journeys feel more like a conversation – simple, focused, and human.
What’s exciting is that they haven’t just adopted Journeys. They’ve come up with a fresh way of thinking about how this application can be used differently, and they’re already planning the next step. Soon, when a customer answers a set of multiple-choice questions, those details will be analysed by AI. Then, based on the customer’s specific responses, the correct solution will be identified, and the appropriate pre‑templated email will be automatically sent back – personalised, timely, and relevant.
And while some people might hesitate at the mention of AI, Frank sees it differently:
That perspective captures the spirit of this new journey perfectly: using technology not to replace the human touch, but to amplify it.
It’s all in an Email
Email has always been a trusted tool for outreach, but now it’s becoming the engine of lead nurture for The Calls Warehouse. With FLG’s new email editor, the team is setting their sights high – aiming to bring in lots of new customers every month.
That confidence comes from preparation. Having recently completed a massive data‑cleansing project, they know their lists are sharp, targeted, and ready to deliver. It means they can hit the ground running with campaigns that not only reach the inbox but actually land with impact.
With the email editor, they plan to design a library of eye‑catching HTML templates, each crafted with AI support to make sure every message feels personalised and engaging. The goal isn’t just to send emails – it’s to send the kind of emails that stop people mid‑scroll, spark curiosity, and start conversations.
For The Calls Warehouse, email isn’t just another channel. It’s the place where relationships begin, where trust is built, and where opportunities turn into customers. And with FLG, they’re ready to make every send count.
Another Member of Staff
Working with the FLG team has never felt like dealing with a faceless provider. The general consensus is clear: support is always on hand, whatever the need. Whether it’s Ava helping them bring their Journey ideas to life, Reece spending hours side‑by‑side setting up a project, or Wes stepping in as their new account manager, the people behind FLG deliver just as much as the platform itself.
Ang and Frank’s sentiment says it all. For The Calls Warehouse, FLG isn’t just software. It’s a trusted partner, a reliable teammate, and the digital backbone that keeps their business moving forward with confidence, clarity, and a smile.