Case Study

Modernising communications for a complex organisation in Havant

A Brief History of Koi Hut based in Havant

This business opened in 2016 and has grown to become one of the best-known specialist retail store chains among the local fish keeping community.

The company offers a dedicated Koi health specialist, stocks dry goods as well as two fish rooms housing 27 holding tanks and as quarantine facilities which is housed separately. They also offer customers a bespoke pond building service.

All of this is delivered from a chain of four separate retail outlets in Southampton, Gosport, Havant and Leigh Park. However, this did mean that their business-wide communications needs were too complex for their traditional, physical phone system to cope with.

Highlighted Issues

Project Overview

Koi Hut, a specialist retail chain serving the fishkeeping community since 2016, operates across four locations in Southampton, Gosport, Havant, and Leigh Park.

With services ranging from dry goods and koi health consultations to bespoke pond building, the business has grown rapidly, but its traditional phone system couldn’t keep up.

Each shop operated independently, leading to missed calls, lost business, and poor inter-store coordination. Syn-Star was brought in to modernise their internal communications and unify their telecoms infrastructure.

Project Scope

The project aimed to replace Koi Hut’s fragmented phone system with a modern, scalable VoIP solution that would link all four retail outlets.

Syn-Star’s goal was to ensure seamless communication between sites, reduce missed customer calls, and improve operational coordination.

The scope included installing digital phones, configuring auto-redirection, enabling location-specific voicemail, and deploying mobile handsets for staff mobility.

Improvements Implemented

How the Team Helped

Syn-Star’s technicians worked closely with Koi Hut to understand the unique needs of each location. They designed a system that balanced autonomy with connectivity, giving each shop its own number while linking them through intelligent call routing.

The team installed and configured the VoIP system, trained staff on using mobile handsets, and ensured that voicemail messages were tailored to each location.

Their hands-on approach helped reduce stress for staff and created a more professional experience for customers.

Implementation Timeline

Weeks 1–2 Discovery & Planning

Conducted site visits and stakeholder interviews to assess existing systems and define communication goals.

Weeks 3–4 System Design & Configuration

Designed the VoIP network architecture, assigned individual numbers, and set up auto-redirection and voicemail protocols.

Weeks 5–6 Deployment & Training

Installed hardware across all sites, tested connectivity, and trained staff on using both static and mobile handsets.

Challenges & Solutions

Ensure Data Protection

Static systems lacked encryption and exposed the business to potential data risks. VoIP phones were configured with secure protocols and cloud-based management to ensure data protection.

Auto-redirection

Missed calls at busy shops led to lost business opportunities. Auto-redirection ensured calls were answered by another location or routed to voicemail, maintaining customer engagement.

Linked communications

Disconnected systems made inter-store coordination difficult. Linked communications enabled real-time updates between shops, improving stock management and customer service.

Project Outcome

Unified Communication Network

All four locations now operate under a single, intelligent telecoms system that supports business continuity.

Reduced Staff Stress

Auto-redirection and mobile handsets allow staff to focus on in-store customers without worrying about missed calls.

Improved Operational Coordination

Better communication between sites has streamlined stock ordering and inventory transfers.

Enhanced Customer Experience

Customers now receive faster responses and clearer messaging, reinforcing the brand’s professionalism and reliability.

Key Takeaways

This project highlights the transformative power of modern telecoms in multi-site retail environments.

By replacing outdated systems with a secure, flexible VoIP solution, Syn-Star helped Koi Hut unify its communications, reduce operational friction, and improve customer service.

The result is a more connected, confident business ready to grow and adapt in a competitive market.

Client Quote

“We now have much better flexibility of communications across the business with a more modern telephony system. In addition, we are getting much better connectivity over broadband with VoIP as an added bonus!”

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