VoIP Phone System for Empowering Remote Work

In early 2020, having a flexible communication system was crucial for success in small businesses. Crowther Creative, a long-term customer of MPR IT Solutions, faced a significant challenge when their existing phone system proved to be inflexible for supporting remote working. The closure of their office further complicated matters, as redirecting business phone lines to remote working locations became a task. MPR IT Solutions stepped in with a solution that not only addressed these challenges but also proved to be a cost-effective communication service.

Crowther Creative struggled with an outdated traditional phone system that lacked the flexibility required for remote working. This system made it difficult to redirect business phone lines to remote locations, hindering productivity and communication. Furthermore, the maintenance costs associated with the traditional phone system were high, reducing the company’s ability to allocate resources to other critical areas.

With a trusted and established relationship with MPR IT Solutions, Crowther Creative turned to them to upgrade their phone system. MPR IT Solutions offered fully hosted VoIP phone system (voice over internet protocol) that provided the flexibility required for remote working. By partnering with MPR IT Solutions, Crowther Creative could consolidate its IT and phone system needs, simplifying its support process. This close working relationship helped foster a stronger partnership between the two businesses, allowing for seamless communications and problem-solving.

MPR IT Solutions implemented a tailored solution for Crowther Creative that included the following features:

1. Hosted VoIP Telephone Extensions: MPR IT Solutions provided Crowther Creative with seven VoIP-hosted telephone extensions. These extensions included 2000 minutes per user for combined landline and mobile usage. This allowed employees to easily communicate with clients and colleagues, regardless of their location.

2. Auto Attendant: The hosted phone system included an auto-attendant feature, which allowed callers to be directed to the appropriate department or individual without the need for human intervention. This streamlined the call-handling process and improved customer satisfaction.

3. Advanced Call Handling Hunt Groups: MPR IT Solutions implemented advanced call-handling hunt groups, ensuring that incoming calls were efficiently distributed among available employees. This helped to reduce wait times and improve overall call management.

4. Soft Phone for PC Install: Employees were provided with softphone installations on their PCs, enabling them to make and receive calls directly from their computers. This feature proved especially useful for remote working, as employees could easily stay connected without the need for additional hardware.

5. Go Integrator for Application Integration: MPR IT Solutions integrated the hosted phone system with Crowther Creative’s existing applications,(including cloud services) such as customer relationship management (CRM) software. This integration facilitated seamless communication and improved productivity by allowing employees to access customer information directly from the phone system.

6. Call Recording with 180-day Retention: The hosted phone system included call recording capabilities with a retention period of 180 days. This feature was essential for Crowther Creative, as it allowed them to review and analyse customer interactions, ensuring quality control and compliance with industry regulations.

7. Yealink Desktop Phone: MPR IT Solutions provides Yealink desktop phones, offering a user-friendly interface and high-quality audio for clear and efficient communication.

8. Yealink DECT Phone: In addition to desktop phones, MPR IT Solutions also supplied Yealink DECT phones, allowing employees to have wireless communication capabilities throughout the office.

9. PC Client Only Extensions: Two PC client-only extensions were set up, providing employees with the flexibility to make and receive calls directly from their computers.

10. Plantronics USB Headsets: To further enhance communication capabilities, MPR IT Solutions supplied Plantronics USB headsets that could be used with either the desk phone or the PC. These headsets ensured clear audio and improved comfort during long calls.

By partnering with MPR IT Solutions and implementing a hosted VoIP phone system, Crowther Creative experienced significant improvements in its communication capabilities. The key impacts of the solution were as follows:

1. Enhanced Flexibility: The hosted phone system allowed employees to easily redirect business phone lines to remote working locations, ensuring seamless communication even during office closures. This flexibility improved productivity and enabled employees to work efficiently from anywhere.

2. Cost-Effectiveness: The transition to a hosted phone system resulted in cost savings for Crowther Creative. The elimination of high maintenance costs associated with the traditional phone system allowed the company to allocate resources to other critical areas of its business. The consolidated monthly invoice from MPR IT Solutions for all support, phone lines, and internet connections allowed for effective budgeting and cost management.

3. Improved Customer Service: The auto attendant feature and advanced call handling hunt groups ensured that incoming calls were efficiently directed to the appropriate department or individual. This reduced wait times, improved call management, and ultimately enhanced customer satisfaction.

4. Seamless Integration: The integration of the hosted phone system with Crowther Creative’s existing applications, such as CRM software, improved productivity by allowing employees to access customer information directly from the phone system. This streamlined communication and eliminated the need for manual data entry.

5. Quality Control and Compliance: The call recording capabilities with a retention period of 180 days allowed Crowther Creative to review and analyse customer interactions. This ensured quality control and compliance with industry regulations, leading to improved customer service and adherence to legal requirements.

6. User-Friendly Equipment: The Yealink desktop phones and DECT phones provided by MPR IT Solutions offered a user-friendly interface and high-quality audio, ensuring clear and efficient communication. The Plantronics USB headsets further enhanced communication capabilities, providing clear audio and improved comfort during calls.

By partnering with MPR IT Solutions and implementing a hosted VoIP phone system, Crowther Creative successfully addressed its communication challenges and achieved significant benefits. The flexible nature of the hosted phone system allowed for seamless communication during remote working and local office closures, improving productivity and employee efficiency. The cost savings from transitioning to a hosted phone system allowed Crowther Creative to allocate resources to other critical areas of their business. The integration of the phone system with existing applications streamlined communication and improved productivity. Additionally, the call recording capabilities ensured quality control and compliance with industry regulations.

Overall, MPR IT Solutions’ expertise and tailored IT solutions enabled Crowther Creative to enhance its communication capabilities, improve customer service, and achieve cost savings. This case study serves as a testament to MPR IT Solutions’ ability to provide effective and customised solutions to meet the specific needs of businesses.