Nobody replaces their phone system for fun. It happens when repetitive volume eats the team, when there's no way to know whether calls are handled well, or when the conversation lives in four different tools.
«60 % of what comes in is the same question.»
Confirmations, order statuses, opening hours, billing questions. Work that occupies expensive people and gets no better for being repeated.
«We listen to 2-5 % of calls, and the sample is picked by whoever has time that afternoon.»
About the rest, nothing is known. Not what was promised, not what was missed, not where the customer was lost.
«Nobody sees the whole conversation.»
Phone system on one side, WhatsApp on a mobile, email in a shared mailbox, and the CRM somewhere else.
Operations with real call volume, a CRM already running, and customers who call outside office hours.
Enquiry calls landing at any hour, viewings to book, and a pipeline that goes cold if nobody calls back. The agent answers, qualifies and books the viewing in the agent's calendar.
Appointments, changes and preparation questions taking up the whole front desk. With appointment types drawing the line on what can be booked, letting an agent near the diary stops being frightening.
Quotes, repair status and vehicle intake. Resource calendars —«Bay 2» is a calendar just as a person is— so the appointment actually exists.
Five to fifteen seats, several services, and an end client demanding metrics. Queues, skills, disposition codes and a quality template per service, with every call scored.
Telecoms, financial services, insurance, retail and e-commerce, utilities and technical support. Teams that already have a CRM and a helpdesk and don't want another silo.
And it's worth knowing which before the meeting.
| 0 | 1 | 2 |
|---|---|---|
| Head of operations | Capacity without hiring | «Covers peaks, nights and weekends without adding headcount.» |
| Quality manager | Full coverage | «From 5 % of calls listened to, to 100 % analysed.» |
| Head of IT | Not another silo | «It connects to your CRM and your phone system; it doesn't ask you to change either.» |
| Finance | Predictability | «A fixed plan, explicit limits, and no usage surprises.» |
Saying it early saves meetings.
A straight conversation about your volume, your channels and where to start. No generic proposal.