Case study: Busy Public Accountant’s Office
Challenge
Donovan, Sullivan and Ryan are a full service tax, accounting and business consulting firm. This busy accounting practice offers a broad range of services for business owners, executives and independent professionals. They have a strong reputation for quality and service to uphold with its customers. They had been working with phone service provider that proved to be frustrating and costly. After a year of poor quality, dropped calls, and unresponsive tech support they asked BizPhone for some assistance. In addition they were facing a location change and a new phone service would fit right in terms of timing.
Solution
The Client contacted BizPhone for an answer to their problems. We recommended our VoIP system with desktop phones. The Yealink T41P model has crystal-clear voice quality and designed as a feature rich VoIP phone for business. The phone is designed for ease of use in the details from delivering a superb sound quality with an easy to use screen for call forward, call transfer, and 3-way conferencing.
Erika, the office administrator, noted: “The BizPhone system is really easy to use, and since outside callers hear a menu they can select which person in the office to reach directly. This makes our job easier since we do not have to transfer calls. We also like the voice mail to e-mail feature which automatically sends the messages to the proper e-mail address so they can be retrieved from a smart cell phone or computer. This is helpful when someone is at a client’s location”
“We have had the BizPhone for under a year and it’s been outstanding. If we have an issue or question it’s great to call and have support right when we need it.”Also she likes the reliability, because even if the power fails, any calls will transfer over to a preset number and not get lost.
The staff uses twelve phone extensions that are all easily cross-linked and if someone is on vacation or out for some reason can be re-aligned.“The phone is much better, but the service is great. Our office easily handles over eight-hundred calls per month as we are busy all the time.”One of the partners noted that the staff’s experience has been positive and the voice quality is excellent.
Installation
BizPhone staff installed everything. They identified the network, switches, configuration, and setup everything for optimum performance. When the Donovan, Sullivan and Ryan staff moved in, all the phones were working– no fuss, no issues. Everything worked well using the redundant cloud base servers. It is also easy to add more phones or make changes in the phone system.
“We have no annual contract and would not think of switching from BizPhone. In fact I would recommend them to anyone looking for a system.”
About BizPhone
The BizPhone System incorporates all of the advantages of a true hosted IP phone system, including:
- Excellent reliability
- No maintenance contract expense
- No cost for any moves, adds or changes
- Make extension and other program updates easily
Many real estate pro’s, physicians, dentists, attorneys, CPA’s, contractors, and other SMB business offices may think they cannot get a “BizPhone solution” without getting into the expense and frustration of the big phone company’s PBX answers. The BizPhone solves that with the flexibility to grow and change based on the evolving needs of your business.
So now’s the time to be smart and save! Learn more link: www.BizPhone.info (855) 678-1800
About Donovan Sullivan and Ryan
Since 1979, Donovan, Sullivan & Ryan has provided the finest accounting, tax, and consulting services to our clients throughout New England from our office in Westwood. Our commitment to excellence is evidenced by our membership in the Private Companies Practice Section of the AICPA.This is a voluntary association of CPA firms which ascribe to the highest professional standards and submit their practices to an on-going system of inspection and review by independent peer review teams. These reviews encompass our standards for independence, hiring, training, and supervision. The results of our peer reviews are a public document and are available from the AICPA. We have consistently received the highest-level report issued.
We are committed to maintaining the very highest standards for our clients.
speed circuits were already available through other providers, ie, Comcast, and FIOS.
They had contacted other large providers, but each one had one shortcoming or another. Some wanted long term contracts; others could not meet their exact needs. The one thing they liked about their current system was that they could do office wide paging over the phones. In a large office environment with pharmacy staff, this was critical to their business. BHI had one main office with 50+ employees and 36+ direct numbers for staffers, but they wanted a system whereby they could take their number with them since there were planning on moving in the near future.
Solution
They contacted BizPhone to learn about our competitive telephone services. BizPhone setup a complete hosted solution for BHI without the need to pay for a T1 circuit or other expensive circuits. The initial setup was a little challenging, since they encountered a variety of mis-wiring issues over their low voltage wiring, but BizPhone was able to find and correct all the wiring issues. Our overall monthly service went from $3000+ per month (depending on usage), to a fixed cost of $1000/month including unlimited incoming 800 services, and unlimited national calling to the continental US and Canada.
BizPhone also setup an incoming fax to email gateway, so that all incoming faxes could be received by way of email. No more busy signal on the fax machine, no more running out of paper, no more junk faxes causing unnecessary waste. With the BizPhone solution, they could get voicemail to email, overhead paging and a virtual conference room for weekly conference calls. In the past, they were paying a third party company for the electronic faxing and virtual phone conference rooms. All of these expenses went away when they started using BizPhone.
Call Queue
During peak calling periods, the number of calls coming in would overwhelm the operators answering and directing calls. To solve that problem, we also added inbound call Queues so that calls go to an auto attendant, and remain on hold, listening to the call greeting message until the next operator became free. This allowed them to answer more calls that they could possibly handle all at once, by adding the inbound calls to a call queue.
Web Operator Panel
Given the number of employees, the operators were setup with web operator panels allowing them to see who was on the phone and who was not. This feature alone saved them the cost of having to buy additional phone equipment to see view the busy/free status of other extensions. With the web operator panel, they now had the ability to transfer calls, pickup calls, move calls, etc., etc.
BHI saved $24,000 in the first year alone. Furthermore, during the build out of their new offices, they were able to take some of the VoIP phones to their new location during the construction and oversee the project, and still make and receive business calls. The paging also continued to work across phones located at two physical locations. The phone bill never changed throughout the process. Once construction was complete they simply moved the phones to their new location, plugged them into the internet and everything started working. Business continued uninterrupted in spite of a change in rate center since they moved from one town to another one over 10 miles away. “The traditional telco would not have been able to provide that seamless transition.”
BHI noted that the user experience has been positive. Users simply want to be able to make and receive calls and BizPhone allows them to do that. Technology should never get in the way of productivity and BizPhone allows our users to get their work done. Our call volume varies but I would estimate between 1000 - 1400 incoming and outgoing connections per month at our busiest. The voicemail to email feature works better than we could have expected. Some of our staff travels to patient homes and it’s important for them to be able to retrieve voicemails from their smart phones.”
Installation
“BizPhone staff installed the phones over a Saturday, and everything worked out of the box. They setup the new phones, and then forwarded the old numbers to new temporary numbers. Everything was up and running right away. Support and service has been exceptional, as I've come to expect from BizPhone.”
About BizPhone
The BizPhone System incorporates all of the advantages of a true hosted IP phone system, including:
Challenge