Large Media Company Gets 24-Hour Phone Support

A multinational media company had a problem: employees called in at all hours of the day and night to get tech support on their sophisticated internal software applications. The problem was that with only a limited number of tech specialists to assist them, usually only one was on call at a time.

Enter AccessDirect. We developed a custom, in-house phone system application for employees calling in after-hours for emergency support. The system transferred the call first to an on-call engineer, reaching his cell phone or home phone. If there was no response, employees could then use the phone system to escalate to a Level 2 or Level 3 emergency for immediate response. For the first time, the system could also route calls to multiple engineers on duty, in multiple locations—at home, at the office, or on the cell phone.

Employee satisfaction with the help desk improved immediately, and internal frustration over call routing was finally addressed—once and for all.

Major Fast-Food Franchise Gets Internal Messaging System

A national fast-food chicken franchise needed a way to route phone messages between management, field sales, and restaurant managers. With locations scattered up and down the Eastern seaboard, they had no way to easily disseminate a message from the regional vice-president to all staff (or to regional managers, or to all restaurant managers)—even if it was urgent.

AccessDirect designed a centralized phone messaging service that allowed individual members to create—and send—broadcast messages to every restaurant in the operation. The employees could now send urgent messages to a single individual, or to an entire group distribution list.

As a result, messages were received more quickly across a major franchise territory. The company saved thousands of dollars each year in operational errors due to slow communications.

Freelance Graphic Designer Shows a Professional “Face” to Clients

A small graphic design service in a major metropolitan area needed a small business virtual PBX. The owner, a graphic design freelancer, was tired of being married to her cell phone—and wanted to use it exclusively for business, not personal use. As her business was growing and she signed larger clients, she also wanted her business to look more professional, rather than a 1-person shop working from home.

AccessDirect transferred her cell phone number to a new PBX phone system, allowing her to keep the business phone number that she had published in her letterhead, business cards, and brochures—and giving her the opportunity to get a private cell phone number. They also set her up with Find-Me, Follow-Me phone service, so that her incoming calls could reach her at home, on her cell phone, or in her car. She also has a professionally recorded outgoing greeting, and a new fax-to-email service, so she appears “bigger” than ever to her clients.

As a result, the graphic designer no longer misses calls from clients, and her business volume has increased by 10%. “It’s the perfect solution for my business,” she says.

Consulting Firm Successfully Sends Calls to “Road Warriors”

A 12-person consulting firm had employees working all over the United States: in California, Hawaii, Florida, and more. Staff members alternately worked from home, out on customer sites, or in the airport, and were nearly impossible to reach “live”. They needed clients to be able to reach their road warriors successfully, without investing a lot of money in an expensive IP PBX phone system.

AccessDirect created a single, centralized toll-free phone number for the company, complete with an auto attendant to answer incoming phone calls and route them to the correct person. The Find-Me, Follow-Me phone service tracked staff members down, no matter where they were—at home, at a client site, or at the airport. And the staff members were able to transfer calls internally to other employees, anywhere. Clients never received a busy signal.

As a result, the company improved their ability to get phone calls to “live” consultants. They immediately improved response rates, and ultimately client satisfaction. Better yet, all of the consultants used their existing cell phones and home office phones—without buying or installing any new, expensive equipment.