I.T. Company Phone System Case Study
Current Situation:
IT services company that had grown to the point they now needed a phone system.
Staff dealing with technical enquiries spent a lot of their time on the phone walking clients through problems, finding out information from suppliers, Microsoft etc. This was a problem because new callers would be stuck on hold for up to 5 minutes waiting until a support member became available.
The other staff were out on sites implementing solutions, quoting, or problem solving.
They had a dedicated receptionist that also dealt with their accounts. She took hand written messages for staff out of the office and on the phone.
They spent too much call costs ringing each other for technical assistance and coordinating jobs as they were registered.
After hours calls went to an answering machine. |
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The Brief:
To have a system that:
- Alleviated the congestion on their technical department
- Cut costs
- Makes them sound more professional
- Easy Finance options
The Solution:
- Phone System – Alcatel Omni PCX
The Alcatel Omni PCX was perfect for the environment.
- Staff spending a lot of time on hold.
We actually installed 2 phones on each desk in the technical support area. As the staff spent silly amounts on hold with advanced problem solving, this allowed them to hear their progress whilst still dealing with clients on the other phone. Productivity jumped dramatically and staff weren’t as frustrated waiting on hold for long periods.
- Customers spending a lot of time on hold.
We alleviated this in three ways.
- 1. Putting two phone on the desk cut down some of the congestion (above).
- 2. Transferring certain calls to staff mobile phones when they were traveling and in between jobs.
- 3. Messages On Hold allowed them to use this time to up sell and educate callers. Callers feel like they have been on hold less time if they are listening to messages compared to other alternatives.
- Transferring calls to staff on the road for FREE
Here we installed GSM gateways. Instead of costing them every time they transferred a call to a mobile they now get it for FREE – saving them a small fortune. This means that they can now transfer certain enquires to staff when they are traveling between jobs or back to the office.
In order to get maximum value we put the mobiles on a fleet plan and the combination of these factors has literally saved them $1000’s. Read more..
Their phone call costs were spiralling as they made more calls to client’s mobile phones! IN addition to the GSM gateways we also provided the client with fantastic call rates that came with:
- No contracts.
- No flag falls
- No Minium charges
These rates slashed their existing bill by a staggering 41%! Read more
- Sounding more professional
Here we installed Professional Messages On Hold – this capped off the solution and made their business sound incredibly professional. They now tell callers about the remote monitoring services they provide, things clients should know, backups and other FAQ - the clients don’t mind waiting as long anymore… Read more
Here we installed the latest Plantronics CS 70 cordless headsets with additional noise canceling. This cut down background noise and the cordless headsets freed them up to move around and work on different machines and grab resource materials whilst on a call. Read more..
- Receptionist taking hand written messages for staff.
We installed Voicemail so that customers now leave messages for staff. They no longer have to take message for each other and this has saved time and money!
- Backup for receptionist during busy times
Here we installed an Auto Attendant that now acts as a backup for reception. Rather than staff having to stop a call to answer another, the Auto Attendant now answers after 6 rings and says “Thank you for calling ABC I.T Services, your call is important and we will be with you in just a moment”. They no longer miss calls and it sounds incredibly professional.
- Answering machine after hours
The Auto Attendant now also professionally answers after hours. The system can even answer multiple calls at once and callers leave messages that a nominated staff member listens to every morning.
The client decided to rent their phone system for 3 reasons:
- To preserve their cash flow which is important in their business.
- Their monthly rental payments are tax deducible
- Renting offered them flexibility to add things in the future – more handsets etc. Read more
The technical on-site staff love the two phone setup on their desks because it solves so many problems for them. With the mobile staff now able to deal with basic problems it also saved time, money and client frustration. They now deal with more customers with the efficiency improvements and they also sound more professional. Staff love the solution and so does the business' bottom line.
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