21 Degrees
The challenge
21 Degrees delivers energy-efficient solutions for sustainable homes across the UK.
Bringing together expertise in windows, ventilation and renewable energy systems, the business focuses on helping homeowners create comfortable, resilient homes that use less energy and perform better over the long term.
It has grown rapidly by acquiring smaller companies across the UK.
This expansion created a complex operational environment with multiple telephony systems and inconsistent call-handling practices.
The IT team faced the challenge of unifying these systems while maintaining service quality.
Sector: HVAC / Construction
Employees: 80+
Sites: Multiple sites across UK
Location: UK
Workplace analytics
- Call analytics
- Call logging – reporting
- Call queue / response times
- Call volume / duration
- Empowering managers and colleagues
Client goals
As the business scaled, the lack of visibility into inbound calls became a critical issue.
Without accurate data, the team could not answer basic questions such as how many calls were received, who answered them, or how long customers waited.
This made it impossible to set service standards or hold teams accountable.
Before Tiger Prism, 21 Degrees struggled with:
- Fragmented telephony systems following acquisitions.
- No analytics within Microsoft Teams telephony.
- Missed calls impacting sales, customer service, and accountability.
The solution
Tiger Prism was introduced to provide detailed inbound call analytics and reporting across all business units.
For the first time, the team could see how calls flowed through the organisation and identify where improvements were needed.
The implementation focused on:
- Delivering end-to-end visibility of call journeys.
- Monitoring call queues and response times.
- Introducing weekly reporting to track missed calls and team performance.
Tiger’s experts worked closely with 21 Degrees to configure the system and train the team, ensuring they could extract actionable insights quickly.
The results
Before Tiger Prism, 21 Degrees had no way to measure inbound call performance.
Now, the business has moved from zero visibility to full transparency, enabling it to set clear expectations and drive improvement.
- Today, 83% of inbound calls are answered across 16 business units, a benchmark that was previously impossible because performance could not be measured.
- Introducing weekly “Pick-Up Champion” reporting to reduce missed calls has created a culture of accountability and continuous improvement.
- Customer experience has improved significantly, and the business is now positioned to expand into outbound call analytics and sales performance tracking.