Phone system letting you down? Read how a new phone system helped our client

Latitude Accountants 3CX Case Study

When merging 2 business operations together, it can be the little things that prove to be the most troublesome. That was certainly the case for Latitude Accountants when they purchased another accounting practice. Now the business was operating from 2 sites but only had one primary phone number.

They quickly discovered:

1. It was difficult to divert the new site’s calls to their main phone system
2. Transferring calls between the 2 sites was also difficult because staff at one location had no idea who was available at the other location
3. A great deal of time was spend taking phone messages, forwarding the messages to other staff members and returning client calls
4. Not only that, team members weren’t able to offer the same customer service response levels as they once did because of the clumsy phone system
5. Unfortunately, some customer phone messages were missed so calls weren’t returned

It’s a long list of problems but the solution was simple. Latitude Accountants are one of our long-term clients and as soon as we realised their phone system was unable to support their growing practice, we suggested they use the 3CX phone system.

3CX is a cloud-based phone system that allows:

• Staff to work remotely because the 3CX phone system operates from their computer or laptop using a headset
• When customers ring the office, transferring calls feels seamless – like everyone is located in the same place
• The phone system can be integrated into your CRM system so you know who is calling
• Staff can use their personal mobiles to call customers without disclosing their private phone number
• Co-workers can quickly see if a staff member is available to take a call or whether the call will be diverted to voicemail

New technology comes with fears

Like anything new, the Latitude Accountants team were concerned the new phone system would be difficult to learn and would come with hiccups. But it wasn’t the case. In fact their Practice Manager told us,

 “The staff have adapted really well. They like having 3CX on their mobile so calls can be transferred, even when they aren’t in the office and they don’t need to use their personal number to call clients. We also like the status feature so we can all see who is available to take calls.”

From a Latitude Accountants customer service and staff productivity perspective, the 3CX phone system has:

1. Significantly reduced the time spent on taking phone messages
2. Greatly improved response time and customer service levels
3. Provided easier working from home potential

Tresami offers a wide range of IT support services to ensure your small business has the systems it need to run smoothly. If your current phone system is letting you down, get in touch with us.