At the end of a long term telecoms contract KidsOut took the opportunity to review the market for a new telephone system and supplier.
Their previous system had been in place for five years but over that time KidsOut had experienced limited flexibility with the system and a poor response from the support company. KidsOut decided that a change was needed to ensure a more professional call system.
They required a simple to use telecom solution which would allow staff to retain their own direct dial numbers whilst improving the selectable options on the main answering menu, also known as an Automated Attendant.
Gail Lawes of KidsOut comments: “We had noticed that some of our callers were a little confused when selecting from the original menu and rather than risk losing potential clients or fund raisers we decided to act fast.
“We wanted to streamline the options and ensure that the appropriate staff were answering the calls. We also needed improvements to the voicemail system so that new greetings were set during the day and out of hours.
“We particularly wanted the notification of voicemail messages to be flagged at reception, rather than on a spare handset in the back office. Basically we needed the new telephone system to work around us, rather than us working around the phone system.”
KidsOut selected leading telecoms specialists GHM Communications who recommended and installed the latest telephone technology from Samsung.
The OS7030 phone system was installed onto existing ISDN2 lines and provided both digital handsets and analogue connections throughout the office.
Internet Protocol (IP) connections can also be easily added to the new system in time, which will enable calls to be made and received via the internet and the ISDN lines could be removed to significantly reduce monthly overheads.
Simon Hayler of GHM Communications comments: “We ensured that the change of telephone system went as smoothly as possible to minimise any disruption to the staff. Automated attendant and voicemail greetings were updated and we trained all users so they could make changes to the messages whenever needed.
“Another great advantage of the system is that GHM can offer remote support via the IP connection. So issues that come up like button programming and speed dial entries can easily be changed.”
Gail concludes: “The GHM service and solution was ideal for our needs. They took on board our issues and have made excellent recommendations. Like all charities we have to be very mindful of our budgets, but this telephone system has improved efficiency and will provide more cost reductions when IP technologies are taken up in the near future.”