Hosted VoIP Case Study with CRM Integration for BDB Financial
BDB Financial Challenge
BDB Financial recognised the need to review their existing telephone system which had been in place for a number of years. Key to the project would be the need for their new supplier to provide and manage a smooth migration from their existing phone system, move their telephone service entirely to the Cloud, provide high quality connectivity and integrate the new telephone service with their Customer Relationship Management System.
Key components of the solution they required included having the ability to dial from and screen pop incoming calls from their Customer Relationship Management System (CRM), enabling them to deliver a really great service to their customers and make life easier for staff.
Secondly they needed a system in place which would be exceptionally reliable so they could always maintain the highest levels of service for their customers.
The Solution and Technology
Everything Voice was appointed to design and supply their hosted VOIP platform to serve all users. Based on GENBAND’s globally recognised hosted VOIP platform, Everything Voice implemented a Synergy Hosted VOIP solution in the cloud and distributed Polycom’s VVX range of IP Handsets to users along with Zoiper software based clients which provided integration into their comapny CRM (Customer Relationship Management System). With resilience at the core of the solution, the Synergy platform sits within an extensive, fault tolerant and resilient Data Centre network with no single points of failure, designed to maximise uptime and ensure the charities helpline staff were always contactable whilst maintaining the highest voice quality and stability.
The GENBAND platform incorporates a central administration system for management of call routing and voicemail and a user portal for each user to access system directories, call management information and personal call routing preferences. Furthermore, features including Conversation Recording and integration with a large range of CRM systems can be now easily added through a simple monthly subscription.
As excellent voice QUALITY is so fundamental in VOIP implementations, Everything Voice also implemented fibre Internet connectivity into the office supporting both Voice, Data and access to other Cloud services with Service levels including guaranteed fix times and Internet service availability greater than 99.99%.
Everything Voice implemented the new system in parallel with the existing telephone platform to allow time for testing and configuration before the Hosted VoIP solution went live. They continue to provide post installation support, although BDB Financial has access to the system management console to make routine moves and changes.
Key Benefits of Everything Voice’s solution
- No proprietary telephone system hardware was necessary as the complete telephony solution is cloud based making it low cost to supply and support, plus simple to maintain.
- All system management can be performed by BDB Financial, reducing costs, improving user experience and minimising timeframes for changes to be completed.
- New internet connectivity provided a reduced cost alternative to ISDN and helped improve system performance overall.
- Integration with the company Customer Relationship Management system (CRM) allows users to dial numbers directly from from their PC Screen and a screen pop of the incoming callers customer information.
“We decided to go for a hosted VOIP platform for our new telephony system because it gave us the flexibility we need to grow our team and not worry about our number of lines. Similarly it gave us a great platform to integrate our phone line and our CRM. We knew call quality was very important to our clients, and have found synergy to offer a stable and reliable line. Everything Voice were very supportive in our project, especially in the implementation phase, to ensure that we could migrate systems smoothly.”
Oliver Smith – BDB Financial