JTSD is an established practice trading in a tough economic climate with hyper competition, increasingly complex regulation and rapidly escalating customer expectations. Today, JTSD achieves competitive differentiation from its high client to partner ratio as well as its commitment to employees and local communities.
The practice has 11 offices around the UK. Each office has its own receptionist. The London office has a typing pool that deals with overflow work from secretaries in the regions. The office that specialises in dilapidations is so busy that JTSD has employed a second receptionist to handle the volume of calls.
JTSD wants to exploit new business telephony technology to increase its core competitive advantage: hands-on relationships with clients. The firm also wants to streamline its operations to drive down costs.
JTSD’s current telephony services present a number of problems;
Each office has its own telephone number. To improve customer service, JTSD wants a single number.
JTSD partners and associates spend a lot of time on site. They all have business mobile telephones and desk telephones with different numbers. Customers have commented that this is confusing, particularly when working on large, complex, projects.
When on site, partners rely on the receptionists and secretaries to take calls coming into the office. Calls cannot easily be transferred to mobiles.
The firm’s mobile telephone bills have escalated significantly over the past 24 months, mainly due to an increase in the number of internal calls.
There is no centralised company telephone directory. In practice, this means that offices cannot share outbound calling activities.
The Simply Better Business Telephony solution from inclarity
inclarity can solve JTSD’s problems in a number of ways that enable the firm’s high client to partner ratio to be sustained at a lower cost base. inclarity’s experts recommend the small business receptionist package and a single 0845 number for all inbound calls, enabling all 11 offices to be covered by two receptionists. Call recording is implemented on the typing pool extension so that partners can simply dial in to leave dictation.
More responsive and collaborative client engagement
Customers call in to the 0845 number which is managed centrally by two employees using inclarity’s receptionist console. Call wait times fall and unanswered calls are eliminated. The receptionists develop stronger relationships with clients because they now speak with them regularly.
With the new system, every employee has one telephone number which is warmly welcomed by JTSD’s clients.
Integration with Outlook is used to create a central company directory with sub-directories dedicated to larger projects and the click to dial feature streamlines outbound calling.
Increased productivity and cost savings
Call costs between offices fall significantly, saving JTSD money in a tough climate. Overall, their telephone bills fall by 29%.
Inbound calls are now handled by two full-time heads instead of 11.
Call recording means that dictation can now be picked up by any appropriately qualified person, whether in the London based typing pool, a regional office or even from home. In practice, this increases the productivity of dictation activities by 16%.
