Non Profit Adopts New Business Phone System - Phonebooth

The Humane Society of Williamson County (HSWC), based in Leander, TX, is a non profit?organization founded in 1979. Since HSWC manages a large volume of calls and relies heavily on volunteer support, a?flexible business phone system that?s easy to use is vital to its success.

The Challenge

Find a business phone system that?s easy to use and affordable

Before Phonebooth, HSWC was using a donated PBX that was several years old. This presented many challenges for the small staff with limited telecom experience.?The system was a poor fit for a non profit without technical staff,? said Ron Marullo, Executive Director. ?The level of expertise required to configure the system became an anchor tying us down. We needed to hire a consultant to make the smallest changes and each time, we?d get a new technician. So even the simplest changes could take hours or even days to complete,? he said.

HSWC was paying for multiple phone lines to support the PBX system and they wanted a more cost effective solution. They also needed a business phone system that made it easy to get voicemail and forward calls to team members and volunteers working remotely.?We wanted a flexible system that we could change on a daily basis. We have 350 remote volunteers, all needing periodic access to the phones. We also have employees working in and out of the office daily, so we needed a system that would make it easy for them to stay connected no matter where they were.

The Solution

Phonebooth OnDemand, a cloud based phone solution that?s flexible, easy to use and affordable

Ron investigated several options for business phone systems and quickly determined that Phonebooth was the right choice for HSWC. He liked the price point, but it was the ease of use that won him over. Because HSWC relies so heavily on volunteers, making changes to call routing ?on the fly? is a true necessity. Phonebooth allows him to make changes?anytime, anywhere.

?One of the best things about Phonebooth is that it makes it easier for us to do our work. We can add or remove users with literally the click of a button and the changes are immediately active, ? said Ron. We love the unlimited group functionality and we?ve used it in a number of ways?it?s been particularly helpful in managing our clinic volume.?

The Results

More time to focus on what matters

HSWC provides an important service to the community, its pets and its owners and Ron?s team has no shortage of work. Now, the team spends less time bogged down with managing a clunky phone system and is able to focus all of its energy on mission-critical tasks. ?Phonebooth has saved us both time and money. We used to spend hours and even days dealing with phone system issues. Now, I can spend 45 seconds logged into the Phonebooth portal and get right back to doing my job,? said Ron.

Better customer service

Ron and the HSWC team have seen a decrease in live calls to their customer care desk simply by implementing an auto-attendant (virtual receptionist). Callers are now getting a higher level of responsiveness because they are more quickly routed to the right person. ?The auto-attendant has allowed us to more efficiently route calls to the right places?plus we?re still able to triage animal care calls directly to the animal care expert on duty,? said Ron.

Increased flexibility

?The voicemail to email and ?find me, follow me? are not only convenient, but they help our remote staff stay in touch and feel more connected while they?re away from the office, said Ron. ?It also helps us resolve issues more quickly because our team can be reached for critical needs even when they?re on the go.

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Source: http://www.phonebooth.com/blog/2012/08/profit-business-phone-system/

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