Challenge: Increasing Efficiency of Communication Across Multiple Locations
Even with the most well oiled businesses, spreading out across multiple locations can put a strain on communications. Messages and other information frequently passed between employees are more prone to falling through the cracks. Breakdowns in communication between employees can reflect poorly on the company, and contribute to interruptions in consistent customer service. Not only that, but given the difficulty of finding new employees right now, businesses need to make the most of their current staff. Kiefer at Spring Creek Kennel and Cattery recognized the need to virtually join multiple locations in order to accomplish this. Kiefer also noticed that communication for certain roles could be improved, wanted to make the most out of employee work time, and reached out to BlueCloudUSA to go over the possible solutions for their situation.
After reviewing some of the options with BlueCloudUSA, Kiefer decided that the best solution would be to move a reception phone from one of their locations to the other and adjust the call flow accordingly. Unlike other phone companies, BlueCloudUSA phones are not tied to a particular location and can be moved to any other internet-capable location with ease. Once the phone was moved, BlueCloudUSA updated Spring Creek’s call flow to include the phone that was moved. The call flow change also included a special override code that changes the call flow depending on the receptionist’s availability. The override code allows the receptionist managing the calls to receive incoming calls when available, and re-route calls to other phones when away from the desk. This would be to ensure that callers spend the least amount of time possible waiting, before speaking with a Spring Creek representative.
According to Kiefer, the new call routing has allowed Spring Creek Kennel and Cattery to hire one receptionist to cover both locations. Since calls for both locations are routed to one person, they can handle all the calls at a centralized location and manage calls more efficiently. Kiefer said that “This is something new that we started last week and have already seen huge dividends payoff… Making things more efficient through smarter call routing is really helping [and] allowed us to cut down on labor cost.” Kiefer also said that there “has been less mistakes, because before we would have two people at two locations trying to coordinate. But when we can have the phone system work with us to easily accommodate our needs, then we can have all the calls go to one person, we can cut down on human error and communication problems.”
No matter what kind of setup your business has, BlueCloudUSA can help you create a tailored phone solution for your business. Reach out to us today, and we’ll be happy to help you with a custom phone solution to help you grow your business.