Company A – How they reduce costs, enhanced efficiency and improved customer relationships
Company A has three sites across the UK that operational during standard UK working hours from 9am-6pm. Each site had existing traditional landline phone systems and a combination of ISDN and analogue phone lines.
Company A’s existing telephony services presented a number of issues around efficiency, customer service, costs and missed opportunities, as follows:
PackNet solved company A’s problems in a number of ways that enabled the firm’s high client to partner ratio to be sustained at a lower cost base. PackNet’s experts recommended the small business receptionist package featuring a centrally hosted system with a single in-bound number. This allowed the company to route calls to any site and have the flexibility to incorporate home and mobile workers, save money and improve the contactability of key personnel, thereby enhancing customer service.
Customers call in to the single in-bound number, which is managed centrally by the company receptionist, using PackNet’s dedicated receptionist console. This leads to a decrease in call wait times and unanswered calls are eliminated. In addition, clients now have a single initial point of contact with the company, leading to a more personalised relationship. Using a combination of site-based telephony and IP enabled mobile phones, it is then possible for the receptionist to place the call quickly and efficiently with the correct person. PackNet’s voicemail2email service means that even if a call is missed the appropriate person is notified straight away and can even listen to a recording of the voicemail on their mobile phone.
Because all internal calls (and all transfers to IP enabled mobiles) are free of charge, call costs between offices fall significantly, saving company A money in a tough climate. This, combined with a saving in standard call costs of nearly 40% and the reduction in line rental charges through getting rid of their ISDN lines, sees Company A save over 50% of their previous telephony based outgoings
Inbound calls are now handled by one full-time head instead of being spread across the offices. Company A now has a single point of focus for all call reporting and any relevant information can be quickly and easily exported to their CRM system. This leads to much greater operational control and understanding of the company’s telephone habits going forward, meaning the opportunity to identify future savings and enhanced staff training needs.
PackNet’s Advanced Telephony platform provided access to a range of feature and functionality that enhanced the way that Company A conducts its business. These include:
Metis is a scalable, low cost alternative to a traditional PBX office telephone system.
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