A growing accountancy firm in Oakham that made the shift from a legacy analogue phone system to a flexible and scalable digital phone system.
Max Accountants is a growing accountancy practice. Their phone system was a legacy handset system of three phones shared among seven employees.
Telephone System Challenges
While this setup worked to a point, it was not scalable or flexible.
Calls were getting lost, messages weren’t reaching the right people, and efficiency was taking a hit. When the pandemic forced the business community to embrace remote working, this was the catalyst for Max Accountants to embrace a scalable solution.
Solution
Peterborough Telecom worked with Max Accountants to develop a fully digital telephony system. The transition was phased, allowing the team to gradually adopt new working habits while maintaining service continuity.
Digital Features
The system also offers connectivity features that included
- Staff having direct dial numbers
- Personalised voicemail
- Availability indicators (showing whether a colleague is available).
These small but powerful additions made internal and external communication smoother.
The Transition
Initially, Max Accountants kept their existing physical handsets in the office and introduced desktop and mobile apps for remote workers.
This ensured that every team member had access to the phone system regardless of location. The desktop application quickly became the preferred option, offering full functionality and seamless call transfers.
The mobile app provided additional flexibility, particularly for those who needed to stay connected while out and about. However, the firm found that inconsistent mobile signal quality made the desktop version the most reliable option.
Impact/Benefits Of Digital System Shift
Once the shift to a fully digital system was complete every staff member now has their own extension, no client calls go unanswered. The firm can now route calls effectively, reducing wait times and improving the overall customer experience.
Missed calls from potential clients are a direct cost to a business. With a streamlined telephony system, Max Accountants ensures that every enquiry is handled promptly, increasing their chances of winning new business.
The ability to work from anywhere has been a game-changer. Whether in the office or working remotely, the team remains fully connected. This has allowed the business to operate efficiently while adapting to changing work patterns.
As the firm has grown, their telephony system has grown with them. They now have one phone per staff member in the office, ensuring a more professional and organised approach to communication.
As a whole the new system now delivers
- Improved Customer Service
- Enhanced Business Development
- Greater Flexibility and Productivity
- Scalability
- Advanced Features