Industry Case Studies
- CHALLENGE
Science Experts is a consulting firm in Vaughan, Ontario that provides confidential, high level consulting in tax claims (specifically SRED) in addition to the preparation and prosecution of patent applications.
Clients come from multiple sectors and call in for immediate assistance in locations across Canada. Science Experts assigns specific consultants to each project depending on their particular expertise, with fees based on time spent with each file.
- It is absolutely critical that Science Experts has a communication system that reflects the high level of professionalism of its consultants.
- Customers need assurance that the firm is reputable, secure, and all services are provided with the utmost confidentiality.
- Science Experts requires a system that accurately tracks time so it can recover the costs of its consultants and track ROI.
- WHAT WAS DONE
SednaVoice set up an Auto-Attendant with a custom greeting that assures clients that they have reached the “main office” directly, not just an answering machine. The greeting can be changed anytime but to assure security and quality control, PIN Authenticated Permission is required by the administrator.
Numerous additional features were added to facilitate the work of the consultants and control one of the main expenses—lengthy long distance telephone and conference calls:- Toll free number
- Conference call hosting
- Remote access so each consultant can use their existing phone lines but still display a business number to customers. This was provided as remote extension to both physical and virtual phones, meaning phone calls can also go directly to a cell phone and display the main business number.
- Call monitoring (in order to calculate the hours for billing)
- Self managed portal
- RESULTS
- Productivity was improved overall with no missed calls and easy set-up of meetings over the phone.
- Science Experts can now track ROI based on the number of calls, length, etc.
- No calls go unanswered or if answered by Auto Attendant, they are returned promptly.
- Target market now extends beyond the Greater Toronto Area because of the toll free number.
“Science Experts promotes a service where customers can call us directly any time and from anywhere, and in confidence…now we have a telephone system that reflects that promise. It’s also so much easier to track hours spent, our ROI has never been better.
- CHALLENGE
Meet the client
J11 IT Solutions, is committed to providing clients with great service and quality work. With over 500 clients from diverse industries and government across North America, clients depend on J11 IT for domain name registration service, web site maintenance, graphic design and IT support.
Challenges
A growing small business, J11 IT needs to provide customer service “beyond expectation” for clients that require immediate IT support and are located across a wide geographic area in different time zones. Quality control includes being able to review call logs to ensure clients are receiving timely responses to their questions.
- WHAT WAS DONE
SednaVoice set up a customized Hosted PBX system that supports J11’s high standards for professional, client-centre service and quality control.
- A customized recording was created professionally, using voice talent.
- Phone features now include a Toll free number, fax to email and additional voicemail boxes with notification by email.
- Access was set up to an online portal in order that changes to phone features can be made by J11 IT. This also makes it easy to access call logs and review customer enquiries and response times.
- The network was optimized to handle the sharing of voice and data by configuring a quality of service (QoS) enabled router
- All calling is set up for long distance except for one home office extension.
Remote Access gives the president and company service reps the ability to make and receive calls with a cell phone that displays the corporate office phone number.
- RESULTS
Customers have the confidence that J11 IT is always on hand for immediate inquirers, regardless of location or time of day.
All phones now ring at the same time, and if no one can answer, an auto-attendant allows callers to select the extension.
The company recently moved but with IP phones, there was no change to phone numbers or costly moving expenses. Phones were simply carried to the new location where SednaVoice connected them to the new network.
“We now are confident that when we say we are committed to providing our clients with great service and quality, we demonstrate it by the way we respond.”
--Suresh Kumar, President and CEO, J11 IT Solutions
- CHALLENGE
Meet the Client
Torapp Food Equipment Fabrication and Supply is based in Woodbridge, Ontario. The company fabricates food equipment for the highly competitive food and hotel industry. Customers buy online name brand commercial cooking equipment, kitchen accessories and parts.
Torapp’s customer service promise is that owners of fine restaurants, banquet hotels, hotels, etc. are able to contact staff at the company anytime by telephone or email in order to properly equip their kitchens and kept them in operation.
Challenges
Torapp was paying over $200 monthly to have virtual number. The company was anxious to cut costs but at the same time, add features that would give it a more professional presence. The system also needed to:- Integrate cell phone numbers of customer service reps into actual office extensions.
- Redirect 416 area code numbers to 905.
- WHAT WAS DONE
SednaVoice conducted the work in stages, starting with a hybrid solution that connected with Torapp’s existing PBX (on premise) equipment. We then moved this traditional system to a complete Hosted BPX system.
The new Hosted PBX system has an auto attendant so that all calls are answered, 24-hours a day. The system also has an advanced “Follow me” feature, which allows incoming calls to be seamlessly rerouted to the right contact. This is particularly critical for enquiries about parts or equipment that need to be ordered or replaced quickly.
- RESULTS
- The new system is completely hosted. It has saved Torapp money as well as giving the company the flexibility to expand when needed, or change features.
- No calls are ever missed because the Follow Me feature means that in most instances, a live person handles the customer concern.
- A fully customized Auto Attendant provides the company with a professional presence and enhances its customer service.
“We cut costs and enhanced our telephone system….critical in our competitive environment. Now, no calls are missed, regardless of when they come in, and staff are able to deal with customers without delay.”
--Ian Torres, Torapp Food Equipment Fabrication and Supply
- CHALLENGE
Meet the client HandyCanadian.com is a renovation contract company based in Mississauga, Ontario. The company offers a one stop shop for customers looking for a reputable home remodelling contractor for their home improvement needs, and for contractors looking for projects. Customers post their inquiry online and receive free cost estimates and expert advice from local general contractors, home renovation companies and trades people located across Canada.
HandyCanadian has a growing number of customers that use its online contract system as well as almost 10,000 professional contract members. Staff need to answer enquiries quickly and professionally, with no calls “lost” because no one is available to answer the phone. Although HandyCanadian wanted to save costs on its telephone service, it also wanted to integrate multiple businesses within the same central phone number and offer toll free calling across Canada.
The telephone systems also needed to be able to:
- Support remote workers not on site at a central office.
- Provide a professional presence in order to build credibility with its users.
- Accept and send faxes.
- WHAT WAS DONE
SednaVoice created a customized Hosted PBX system, suitable to HandyCanadian’s unique business model.
The solution included:
- Auto-attendant with custom greeting to support the company’s promise to be available 24-hour a day with resources and support.
- Advanced call routing options configured to work with their business model.
- Configured IP phones for across-Canada calling.
- Voicemail to email and fax to email to support unified communications.
- RESULTS
- HandyCanadian now has a consolidated phone system, able to efficiently share staff because calls can be forwarded to whoever is available to take the call.
- Customers can make enquiries by calling on a main or toll free number. If no one is there to answer, an auto attendant either takes the message or redirects the call. Consumers and contracts can also reach HandyCanadian in whatever manner suits them, voicemail, fax, and/or email.
- The system is flexible so as the company grows, adds lines, etc. changes can be made easily and affordably.
- This unified and professional presence has also saved Handy Canadian money by cutting the costs of their telephone service
--Max Sheppard, HandyCanadian.com