Intermedia’s Hosted PBX integrates with JJ Buckley’s Hosted Exchange and comes with business-class features that are typical of Fortune 500 companies – features that JJ Buckley were looking for in order to improve their overall customer service and bottom line.
“With Intermedia’s Hosted PBX solution we manage our needs onsite through their HostPilot® Control Panel. We have the control at our fingertips and don’t need to pay an outside professional when we need to add a new user or create a new phone number,” says Stajer. “With HostPilot we manage our entire account easily and without hassle all from one place.”
With features such as Find Me/Follow Me, JJ Buckley employees can have another phone number – such as their mobile phone or home phone – ring when they are unable to answer their primary office line. With Voicemail-to-Email, voicemails are delivered to their email inbox as a .wav attachment, making it easy to store or forward.
With every Intermedia Hosted PBX account customers receive Hunt Groups. JJ Buckley uses the Hunt Groups to direct calls to a group of employees – such as their sales or support teams. This ensures important calls from customers are answered and addressed quickly. Admins can decide if calls will be routed sequentially (round-robin), to the Hunt Group members who has been idle the longest, or to all Hunt Group members simultaneously.
JJ Buckley's Hosted PBX solution expanded into full a unified communications solution when they added Click-to-Call. With Click-to-Call, they now place calls to any instant messaging contact in the Lync or Outlook list. It also adds "in a call" to their Lync presence indicator; they can type any number into Lync to place a call; and calls placed an received are stored as Lync conversations in Outlook.
All of their business communication needs are integrated, scalable and managed onsite. Their Outlook system acts as a platform where all communications can take place.
“The transition to having our email, voice and instant messaging all unified has been positive and overall it has been easy for our business and employees," says Stajer. “Our employees were already proficient in Outlook, so having a voice solution and IM solution that integrated with Outlook was straightforward – no training necessary.”
Overall the company has seen positive results including better communications between employees and increased customer service levels. “We receive over 500 calls a day, half involve sales. Now that each employee has their own direct dial number, our customers reach the right person faster and have a better experience. With Click-to-Call, the caller’s name pops up on the screen and our sales force can start pulling up the customer’s file as they are answering the call. It has made us more customer-centric. Customer queries are answered in seconds, not minutes,” says Stajer. “And with Find Me/Follow Me our representatives can walk away from their workstations, go check inventory in the distribution center, and know they won’t miss an important call. Our customer relationships have increased and we fill orders in less time.”