An Added Bonus. Lower IT Costs.
With the NetSuite and Vonage Business integrated solution, support costs are now much lower. There is no need for IT to manage the new system and the call center needs little support to manage its phones. Firefly IT can focus their time working on other business-critical tasks.”
Also, with no hardware on the premises, there are no network outages and no equipment breakdowns. Cooling the server room is no longer an issue because hardware is minimal. “We were able to turn off a lot of the hardware used for previous solution, reducing our cooling costs...and Arizona summers can sometimes reach 120 degrees,” exclaimed Mr. Johnson.
Click-To-Call. The Final Piece To Success.
Mr. Johnson explained the practical benefits the new solution provides. “For our teams a custom dashboard pops up whenever the phone rings. The team member knows who’s calling and has the ability to complete a call form without having to actually go into the CRM.”
The system logs each call and the call notes, integrating the phone system with the CRM and providing productivity metrics. This was significant for Firefly, previously they were relying on humans to manually log every call. “With Click-To-Call it’s automatically done, the system takes over and logs each call then gives us the metrics we can pull right out of our CRM. “It’s an amazing time saver,” said Johnson. “It’s perfect.”
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