The Challenge
Practice Advisory group, Financial Advisory Group and OMS Partners comprise three organizations. They all share one central office in Houston, Texas and have several other locations across the country. The main issue Function4 focused on was the current phone system that was 20 years old and unreliable, which caused issues because one of their locations is a call center to support its customers. If Houston’s phone system went down, then every phone went down, which caused significant issues during Hurricane Harvey. The current systems had very few options or features to keep the staff productive or improve customer responses.
The Function4 Solution
Function4 approached Practice Advisory Group to do a full discovery. We discovered that this was not a normal situation and would need a creative approach because of the different companies and locations. There were three companies, 70 users, and ten conference rooms. They also had a call center and received other vital calls from customers that they could not afford to be sent to voicemail. Function4 used a feature-rich cloud system solution. They created different hunt groups so that instead of being forwarded to voicemail, when someone did not pick up, to call would transfer to another person. All three companies got customized auto attendants.