THE PROBLEM
Alphascan were approached by a car insurance company based in Dorset with 2 offices in Bournemouth and Poole. Up until this year they had been using an nfon system known as Centrex, which the company’s 17 employees found rather inflexible. There were problems with the VoIP Trunk gateway and with system availability, as not all of the company’s calls went through, and the business as a whole was dissatisfied with the service provided by their vendor.
THE ANALYSIS
Given the sensitive nature of its business from a data perspective, and the urgency with which the company works to resolve its clients’ claims, the business needed more “power” from its telephone system – it couldn’t risk missed calls or system crashes, and management no longer wanted to depend on an outside vendor for service issues or the addition of extensions. Employees needed to be able to reach each other immediately and seamlessly, either in the company’s offices or out on site. Finally, as a growing SME in a massive marketplace, they wanted to anticipate its future growth by installing a phone system that it could expand simply and cost-effectively. The client wanted a telephone system it could install on a Windows platform
THE SOLUTION
Alphascan decided that 3CX was the most suitable solution as would cover off the majority of the requirement set out in our analysis alongside cost reduction
Installation was fast, simple and completed without any disruption to operations as we carried out the installations over the weekend when call times were less than busy.
THE RESULTS
The business now uses 8 Fanvil IP phones, headsets and speakers, for 25 extensions, and a QSC VoIP Trunk. Should the system require expansion, the company can add extensions and advanced features simply, quickly and cheaply, without having to hire an outside vendor.
The company’s employees find it easy to configure, and like the extensive control options the system provides them. Everyone within the business can now see the presence of their colleagues, meaning they can see if their fellow employees are at or away from their desks. Setting up a conference call can be done in a few mouse clicks too, while the 3CXPhone for 3CX Phone System Android and iOS clients have enabled the easy integration of the company’s mobile and teleworkers, resulting in a significant improvement in call reporting.
3CX Phone System gives the business professional call centre features at an affordable price and without the need for an outside vendor. The PBX’s real time queue statistics let staff monitor queue status and review the number of callers in a queue, while the call back feature permits customers to disengage and still retain their position in the queue – 3CX calls them back when they reach first position in the queue and sends call back notification emails to the supervisor. Staff members can now join calls already in process and employees away from company offices, including those working from home, can track the rest of the team’s availability and make, answer or transfer calls, all as if they were in the office. 3CX Phone System has made it so they will never miss another call.