Customer Spotlight: Market Cross Jewellers

How Market Cross Jewellers Future-Proofs Communications Across 15 Stores

Keeping 15 Retail Stores Connected

Market Cross Jewellers is one of the Northeast and Yorkshire’s leading jewellery and luxury watch retailers, operating 15 stores alongside a growing online presence.

In retail, every customer interaction matters. Every call could lead to a sale.

That’s why for more than 14 years, Market Cross Jewellers have trusted Unity to keep their technology reliable, scalable and ready for change.

Project Challenge

With the UK telecomms industry moving away from PTSN and ISDN lines, businesses across the country are preparing for the digital switchover.

For Market Cross Jewellers, this meant modernising communications across all 15 stores without disrupting day-to-day retail operations.

The objectives were clear;

• Future-proof communications ahead of the PSTN switch-off
• Improve connectivity and collaboration between stores
• Remove reliance on ageing phone infrastructure
• Maintain uninterrupted service during the transition

With busy retail environments, downtime simply wasn’t an option.

The Solution

Unity worked closely with Stephen McHale and Vicky Scotter to design and implement a phased migration to a modern VoIP communications platform across all locations.

The rollout focused on:

• Careful planning and staged deployments
• Maintaining full operational continuity during installation
• Supporting store teams throughout the transition
• Delivering a scalable, cloud-based phone system ready for future growth

By managing the migration in stages, every store remained fully operational and customer-facing throughout the project.

The final phase of the rollout is scheduled for completion in Summer 2026.

Conclusion

The upgrade has delivered a future-ready communications platform designed to support Market Cross Jewellers as they continue to grow.

Key improvements include:

• A fully compliant VoIP platform ahead of the PSTN switch-off
• Reliable, high-quality call connectivity across all stores
• Centralised communications between locations
• A scalable system ready to support future expansion

Most importantly, the entire migration was completed without store closures or disruption to customers.

Interested to find out more about our happy customers! Head over to Unity Case Studies on our website. Get in touch today!

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