Problems
– Customer is experiencing 4 different problems with their current
system. The first problem is that clients
are receiving a busy signal or being sent to voicemail when calling into a location. This issue is especially problematic at 1
particular location and resulting in loss calls or calls “falling through the
cracks”. This problem is affecting
potential clients, current clients and contractors who work with them. Another issue is that the outbound Caller ID
shows incorrect information. Clients and
potential clients are calling wrong locations because the outbound caller ID
shows the incorrect location. This
problem results in confusion to both the client and employee due to calls being
routed or returned incorrectly. Due to
this issue, clients must then hang up and call the correct clinic resulting in
wasted time, inconvenience and inefficiency.
The third problem is that offices are not integrated/able to transfer
between locations. There is no way to
transfer calls between multiple locations with the current system in
place. If a client or potential client
needs to speak with someone at a different location than they called into, they
must hang up and redial the correct office.
This causes an inconvenience and time loss to the client and could
result in the person becoming frustrated.
If employees need to speak to one another, they must get a line out and
dial the appropriate office as opposed to having the option to press one button
in order to reach another location, thus resulting in a less efficient
operation. The final issue is no
centralized number. Each location is
listed separately with no centralized number for new and prospective clients to
call and be processed appropriately.
Once calling into this centralized number, clients could then be
transferred to the appropriate office to handle their needs. A centralized number would help to cut down
on lost calls, end confusion and result in a more efficiently ran system.
Scenario Solutions
– The proposed solution to address and resolve the current issues would be a
VoIP system. The VoIP solution provides
the following: Allows calls to be
answered by a live person and avoid clients receiving a busy signal or being
sent to voicemail. Phone calls will ring
to the number dialed, and if that line is being used, it will then rollover to
the next line in the system. This
ensures that even if someone is on the phone at the location being called,
someone else will be there to answer the call and take care of the client’s
needs or transfer them to the appropriate place. The outbound caller ID will show the
appropriate number and clinic information (location and number) that the client
needs to contact. This will stop the
client from calling the wrong clinic and having to be moved all over the
place. All offices will be integrated
and have the ability to transfer calls between each other seamlessly. This will enable the operation to become more
efficient and manageable, as well as cut down on time wasted on hanging up to
call the appropriate location. This will
greatly reduce the inconvenience for both clients and employees. Ability to have a centralized number for all
clients and new or prospective clients to call, thus making the process more
streamlined. With a centralized number,
new clients can call and be processed before being sent to the appropriate
office to handle their needs. This gives
a more professional appearance and cuts down on confusion.
Cons –
Because this is a VoIP solution, the performance of this system is dependent on
the quality and reliability of the current Internet at all locations. If they choose to stay with the current
provider(s), the system proposed will work, however we cannot guarantee
performance.
