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Signs that a business should look into upgrading their phone system

As a Value Added Reseller, we work with organizations on a daily basis that are stuck trying to figure out whether or not it is time to upgrade their phone solution. Technology is constantly changing and there are hundreds of companies in the Telecommunications market trying to sell you their solution. A phone system has a lot of power when used properly. If you are not sure if it is time to upgrade your system, here are a few signs to look for.

1. Limited number of phone lines – calls ring busy or don’t go through, scalability
We should be past the times where you get a busy signal when trying to reach someone. Call waiting has been a basic feature of phone lines since the 70s. Nothing is more frustrating than trying to contact business for one reason or another and getting hung up on by a busy signal. If your organization receives complaints that customers are getting a busy signal, you should immediately begin figuring out how you can enhance the customer experience. Automated attendants can be setup to ensure that calls are routing to the proper location so that if agents are not available to chat, the customer can remain in line in a virtual queue until someone is available. Although the customer is on hold, their experience is better because there is hope for resolution where as being disconnected by a busy tone is frustrating. Enable scalability.

2. Lack of self-management
Empowering your customers to manipulate their own system allows organizations to remain unique. Legacy solutions have limited to no ability to update or change the system on the fly. If the features or upgrades are available, there is typically a rigorous process that you need to get through in order to submit a request. An organization should have a single pane of glass where they can easy view and existing configurations, manage devices and run reports based on system data. Although it can be helpful to have additional resources or hands involved, having the ability to make the changes when you need them strengthens an organization.

3. Cannot extension dial between locations – requires 10-digit numbers
An organization with multiple locations should have the ability to communicate seamlessly between sites to ensure smooth transitions for their customers. Legacy solutions were built in silos that didn’t allow for cross communication. Robust solutions allow for each location to function independently while still being associated on the back end. Depending on the frequency that you transfer calls externally, this could increase your customer service ratings.

4. Mobility
The biggest complaint from a mobile workforce is having to expose their personal numbers to the outside world. When this happens, the employee tends to lose a sense of privacy and can affect a work/life balance. As mobility becomes a more crucial business need, mobile applications move from a “nice to have” feature to a necessity. Find Me, Follow Me gives users the ability to utilize any device of their choice to conduct business. For example, this could be setup for a simultaneous ring to a desk phone in the event that the employee travels often. Mobility can also act as part of your Disaster Recovery plan due to a local outage. Calls can be temporarily routed to a 10-digit external number to ensure continued uptime.

5. “Always broken or breaking”
When dealing with the phone system, do you find yourself saying “If it isn’t one thing, it’s another”? This is not how you should feel when dealing with the right solution for your business. Implementing a new system for the first time is expected to take a lot of time and effort due to the number of items that can be configured. Once the system is setup, configuration changes shouldn’t be a daily occurrence unless you need to add or remove users, or update schedules. When something goes wrong, it is important to know who to call for resolution. SLAs should be put in place and documented to ensure the best customer service.

6. Bolted together solution
As technology changes, phone solutions continue to evolve to ensure that all of their customer needs can will be met. There was a time where an organization would have 4 different contacts to reach out to depending on the issue that occurred. Customer service was lack luster because it was more frustrating to find out who should be contacted first instead of working on a resolution to the problem. E911 compliance, Auto Attendants, CRM Integrations and Contact Center are some examples of features that legacy providers are having issues providing. Outdated infrastructure restricts the ability to integrate these services, which causes the customer to have to conduct additional research to find compatible solutions. A true phone solution should enable and empower their customers to integrate applications from across the organization to ensure they are operating efficiently while maintaining high customer service.

Think it’s time to upgrade your phone system? Give us a call today to talk to chat with one of our Client Specialists at 603-458-6200.

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