Prime Connect helps accountants to stay in touch globally

The Client

A prominent London firm of accountants.

The Challenge

The client’s existing telephone system, an old legacy BT system, offered them a limited level of functionality. Key business personnel, including the directors, did not have direct dial in numbers or voicemail. When the directors were away from the office or on holiday, there was no business continuity. Their availability was severely restricted by the limitations of the existing system. Further, there was no Music on Hold resulting in clients placed on hold simply listening to silence and wondering if they had, in fact, been cut off. Maintenance costs were high and replacement parts were becoming difficult to source.

The Solution

Following consultation with the business owners, Prime Connect Telecom recommended and implemented the Horizon Hosted Telephony Solution with a range of business specific handsets and operator functionality for the receptionist. Prime Connect further combined the Horizon solution with a very competitive call plan. Installation took place out of business hours to minimalize the disruption to their business.

The Result

The directors and key members of staff have enhanced levels of call handling which allow them to pick up calls anywhere, whether in the office, on their mobiles or even overseas. Callers can leave voicemails, confident in the knowledge that the voicemail will be forwarded to a member of the client’s staff as an email, should they be unavailable to take the call. When callers are put on hold, they are played music, confirming that they are still connected and someone is dealing with their call. Music on Hold can be enhanced to offer Information on Hold. The receptionist position offers full visibility of inbound calls and the status of calls in the system. Workflow and call management is streamlined and calls get routed to the appropriate person.