Case Study - Mini Enterprise

Many small businesses find it difficult to field calls with a limited number of staff so flexibility and use of the more advanced features of a telephone system can be the answer.

Our client, a specialist supplier to the engineering sector was finding it difficult to answer calls with staff in and out of the office throughout the day. Dealing with the number of calls at given times was also a problem, particularly as the company ethic was to answer all calls personally.

Our solution was to install a small ISDN based digital system with built in call queuing. This provided an option to include mobile telephones plus the firm’s office based handsets to ring on incoming calls. This meant that all calls would be answered personally not by a machine. Any phone in the world could in fact have been included in the list to ring.

OK, the call queuing function was a bit of a compromise as callers who had to wait for an answer were held in a queuing system, listening to messages recorded by the firm’s MD! Their attention to customer service has paid off and they have continued to grow the business.