Challenge: Need to Optimize Office Hours – Analog phone system to VoIP
Time is money. Most Businesses can’t afford to have employees constantly distracted from their work, attending to caller inquiries and running around trying to see if their co-workers are available. Especially when your business spans multiple departments. Switching from their previous carrier, Andi at Skyline Sunrooms was using a phone system causing more grief than it was worth. Incoming calls would ring all phones simultaneously, and employees would spend their time tracking down the right department to take the customer’s call. By the time the correct employee was found, employees had wasted enough time to lose focus on their work, and even more to regain their train of thought. Compounded by the amount of calls that they received, Andi knew that something needed to change.
BluecloudUSA helped Andi build a flexible and easy to use auto attendant system specific to Skyline Sunroom’s needs. The new auto attendant included options for the customers to press, in order for them to reach the right department the first time. Callers that aren’t sure who they need to talk to are guided to the right department, and callers who are looking for a particular employee can use the directory or extensions. The flexibility of the system allows for calls to reach a single extension, or a group of phones depending on the needs of each individual department, and time of day.
Andi reported that the auto attendant has greatly improved efficiency and productivity. The new setup allows employees to get a lot more work done. Calls go to who they’re supposed to go to, and employees don’t have to waste work hours running around to find the right person. Everyone in the office is more focused and able to maintain momentum on their tasks at hand, rather than constantly having to regain their thoughts. Employees aren’t the only ones to benefit, as customers spend less time on hold, and can even find out about upcoming changes to Skyline Sunroom’s schedule. Andi uses the flexibility of the system to update recordings on the auto attendant frequently, to ensure that the customers are well informed of updates. Whenever they need account help, Andi says that support is always “very easy, very quick turnaround, very helpful, and [has] never experienced a problem whatsoever in getting anything done.” Regardless of the size of your business, BluecloudUSA will work with you to design an auto attendant tailored to your business. We would love to help you design a phone setup with the balance of efficiency and customer interaction that you need.