About the client
Our client is a Yorkshire based accountancy practice with several sites. DTX Network Services helped to monitor and manage the client's billing with multiple suppliers over a number of years in order to assist with complicated bills and also ensure that we migrated the clients services with no contract charges. Each site within the multi-site accountancy practice had different requirements in terms of number of handsets, network cabling, internal communications and one office was also located in a Grade II listed building - which made any network cabling work a challenge.
The objectives
Over the last 12 months, the objective was to bring all 8 sites on to one system and one monthly bill.
There was no direct link between the sites and each office had their own set up and challenges. DTX Network Services needed to perform a site survey at each location to identify what cabling was in place and what would be required to allow a VoIP system to work effectively.
All queries relating to finance and HR are managed by the Head Office, and often each site would need to ask a customer to disconnect and redial. This meant that some calls were being 'lost' and resulted in poor customer service.
The solution
Cloud based telephony; Horizon provided a fantastic solution for this client. With the installation taking place at a trial site,
the team were trained and quickly adapted to the new technology.
Over the course of a few months, the system was installed at all 8 sites allowing for a number of benefits, including:
- Calls can be routed to other sites if unanswered
- Time & day based routing schedules and hunt groups to be created
- Visible call stats which help to understand busy and quiet times within the business
- Easy inter-site call transfers.
- Hot Desking, enabling staff to seamlessly move between sites
- Unified communications, delivering calls across multiple devices
Each site in the accountancy practice required their own site survey which established what network points were already in
place, whether the cabling was sufficient, and if there were enough points to accommodate the current staff numbers, as well as future growth.
Once DTX installed all the required network points, our engineers were able to install Polycom VVX450 handsets into each site. These handsets provided the client with a number of new functionalities which made their day-to-day work with their clients much easier.
Horizon Integrator
DTX Network Services recommended Gamma's Horizon Integrator tool to this client in order to increase functionality and visibility across all 8 x sites. Integrator is a powerful software tool that integrates your Horizon phone system with:
- Your Desktop
- Microsoft Outlook
- The UK's leading CRM systems
- Skype for Business
For this client, Integrator also added value to their business in the following ways:
- Allow employees at each site to see all extensions in the business and whether their line is busy, away or available.
- Provide better customer service by effectively managing calls
- Created a better work environment as team members were able to work closer
- Ensure that the extension is available before transferring or losing a call
- Increased functionality
- “Click to dial” numbers copied to your clipboard
- Access call logs from a desktop tray, enabling you to view previous calls (including missed calls) and return the call easily
- Quickly change key call handling settings from your desktop tray
