Fonality Case Study - R'Concepts

Contact centre sees improvement in communications processes

A reliable, flexible phone system is the heart of any good contact centre. Effectively managing inbound inquiries is essential for fostering a sense of support and satisfaction among clients. At the same time, having the right processes in place to streamline outbound calls can drive sales upwards and ultimately boost a company's bottom line.

The prehistoric PBX phones of yesteryear are lacking in functionality and versatility, and organisations that continue to use these aged communication systems are at risk of falling behind the competition. These issues are what ultimately prompted Gaurav Chandoke, director at R'Concepts, to migrate from a conventional PBX structure to Fonality's hosted communications solution.

“Other providers have approached us. We've tested the line and the quality we get from them just doesn't compare…”

- Gaurav Chandoke, Director

Understanding the challenges faced by R'Concepts

At its core, R'Concepts is a service-based sales and marketing company. It assists clients with promoting their product lines within targeted industries, inbound and outbound calls, telemarketing, sales, advertising and implementing marketing campaigns.

Traditionally, R'Concepts had relied on a PBX system to communicate with clients and prospects. However, as is often the case with these conventional structures, the company grew frustrated with the costs involved with maintaining the network. While the expenses were concerning, the limitations of the aged technology were ultimately more problematic.

The PBX phone system was simply not capable of providing modern features such as queuing, recording and data analysis needed in today's contact centre environment. Mr Chandoke felt as though these barriers were negatively affecting the R'Concepts' offerings and detracting from workplace efficiency.

The search for a communications solution

Mr Chandoke was aware of Fonality, but didn't have a thorough understanding of the company's products and services. After investigating, Mr Chandoke found that Fonality phone systems offered the exact functionality needed for R'Concepts to better serve its customers.

Modern features such as monitoring, call queuing, barging, recording, data analysis and a comprehensive heads up display (HUD) would enable R'Concepts' employees to work more efficiently. Moreover, the hosted structure could help the call centre reduce costs while unlocking a level of flexibility that no PBX system could ever hope to achieve.

Implementing a hosted phone system

Difficulty of use is one of the key barriers preventing Australian businesses from adopting unified communications systems, but Mr Chandoke found Fonality simple to set up. Initially, he relied on support to help create queues for different customers, but after a few short months, he had developed a good understanding of the system and felt confident tweaking the settings himself.

"Once you develop an understanding of how the process works, it's fairly straightforward to set it up yourself. I've been doing it for around five years now," said Mr Chandoke. Aside from the aforementioned features, the thing that most drew Mr Chandoke to Fonality was the quality of service. "Other providers have approached us. We've tested the line and the quality we get from them just doesn't compare to the quality of service you get from Fonality, especially at the price point," he said.

A slew of modern features, combined with crystal-clear lines made Fonality the obvious choice for Mr Chandoke. The flexibility associated with a hosted communications phone system has allowed R'Concepts to operate more efficiently and ultimately offer greater service to its clients.