The business
Harold H Leese is a family-owned Funeral Director in Stoke-on-Trent.
The problem
The organisation operates from two locations. They need a hosted phone system that connects both offices while allowing each site to operate as a separate business.
A good phone system is crucial to their daily operations. Director, Mark Boulton, stressed the need for a contingency plan to ensure no calls are lost in the event of a power cut or line failure.
The other main requirement is for out-of-hours calls to be routed from both offices to the out-of-hours team.
Things that were not possible with our old system are now very much possible. Both our offices operate on a single phone system and our everyday tasks are so much easier.
With the online portal, I can change the system setup in a few simple clicks—no matter where I am. When working from home, I simply take my desk phone home with me and work as if I were in the office. Or I can just have my extension diverted to my mobile.
Our new hosted phone system has massively improved our availability and reliability. It’s also increased our incoming connections by 900%. A system like this is a must-have solution for any company needing to handle a high volume of calls.
•••
Mark Boulton, Director, Harold H Leese
The solution
CTR installed a hosted phone system that connects both offices and uses separate phone numbers. This means one site can call the other using an extension number or direct dial number at no extra cost.
All out-of-hours calls are diverted and the divert is automatically cancelled during office opening hours. The out-of-hours team also have mobile phones that are synced to the hosted phone system and ring simultaneously. To ensure no downtime, whenever the system detects a fault, all calls are routed to those preset mobile phones.
Answering every call is essential to the business. So when a call is not answered within a set time, it is automatically transferred to a preset number with caller display.
