BREHON CHARTERED ACCOUNTANTS
Avaya IP Office telephone system helping deliver exceptional customer service.
Providing accounting and tax services to primarily small business and personal customers, Brehon prides itself on offering high levels of customer service at a low cost.
When Brehon outgrew their existing telephone system, Brehon owner Sarah Hancock knew that she wanted a telephone system that would help her achieve a business objective of providing exceptional customer service. Brehon also offers it’s employees flexible working arrangements, and Sarah herself is always on the go, meeting with clients and juggling bringing up two young children with her work load.
When consulting with Fusion we recommended an Avaya IP Office configured with a number of features to help her achieve her goals. For Sarah we recommended Mobile Twinning such that she could take business calls on her mobile phone where ever she is, or receive calls on her desk phone when she is in the office.
To manage the flexible working hours arrangements we configured Login / Logout features on the handsets for the desks used for hot‑desking, enabling staff to move around the office as required and their extension number and DDI will follow them to where they login.
To ensure that calls to the office get answered as quickly as possible, bearing in mind that staff levels in the office fluctuate due to flexible working arrangements, including closing the office on Friday afternoons, we devised a call routing plan that would divert calls to a personalised answering service should a call be un‑answered for longer than 10 seconds.
Naturally we installed the productivity tools to enable integration with PC applications – such as dialing from Ms Outlook and Avaya’s Phone Manager. Finally to help save money we implemented Wave Telecom’s Business Call service to reduce call costs.
Sarah Hancock comments " One number contact (Direct Inward Dialing) means our customers can get straight through to the right person, without the need to go via a receptionist. We have also been able to outsource our telephone answering to Moneypenny, so we can cover off peak times cost effectively and the Avaya IP Office telephone system gives us an opportunity to ensure that our customers receive the personal service we promise.”
Sarah Hancock – Managing Director, Brehon Chartered Acountants
