Halliday Financial Case Study
Halliday Financial makes a sound investment in Mitel IP and realizes dividends with centralized communications
Better call handling and management
It was time to look for a more efficient way of handling the phones, one that enabled customers to call a central receptionist and quickly reach anyone at any of the company’s locations.
Single number to reach four offices
Halliday Financial wanted a solution that would streamline communications into one number for all four of its offices. President and COO Andrew Halliday described to a colleague what he wanted his telephone system to do, and the colleague recommended a Mitel® IP telephony system. After seeing a product demonstration and talking to a customer reference with very similar requirements, Halliday Financial chose Mitel as its telephone system provider.
Mitel streamlines call handling and saves the financial company a bundle
To replace Halliday Financial’s existing Avaya PBX-based system, Mitel provided the organization with Mitel Voice Switches. A Mitel T1 offered the company least-cost routing capabilities to cut down on the expenses of calls made among offices. In addition, Mitel provided Halliday Financial with Mitel IP Phones.
With the Mitel system, Halliday Financial hired a receptionist and all calls go into one number. This receptionist can direct all calls from the one location to any employee anywhere within the organization.
“Our service professionals are no longer interrupted, and are much more productive now that they no longer need to answer the telephone,” says Halliday. “The Mitel IP telephony system also allows us to set up communications so we have a much more direct impact on the quality of the initial phone interaction with clients. We’re delivering a consistent message and consistent quality care.”
In addition to increasing the quality of customer care, Halliday Financial has also saved between $35,000 and $40,000 that it would have needed to spend on a second receptionist. Because the Mitel system allows all calls to go into one number and send calls to another extension if the receptionist is too busy, there is no need for another receptionist.
Enhanced Productivity = Improved Bottom Line
With the Mitel Personal Call Manager integration with Microsoft Outlook, all Halliday Financial employees use four-digit dialing to reach co-workers and even dial them by name. The Mitel system provides employees with integrated messaging, such as directory dialing, contact screen pop, and calendar integration.
“It is such a timesaver that employees can see if the person they’re calling is available or not,” explains Halliday. “The integration of Outlook with voicemail and email is terrific, not to mention four-digit dialing. Find Me helps enhance customer service because a caller can locate the person they need if that person isn’t at their desk at that moment. That’s very important to customers who need to get in touch with their financial advisor quickly. The system has improved both productivity and customer service.”
Superior Customer Service = Happy Clients
In addition to Personal Call Manager, Halliday Financial is using Mitel Operator Call Manager. When a call comes in, the caller’s history with the system is displayed. Before transferring callers, the call-transfer screen displays who is available and who is not. With this unprecedented level of information, receptionists not only connect callers faster than ever, but also give them the highest level of professional service. With knowledge about who is available and where a caller has already been sent, the receptionist can transfer using a simple drag-and-drop tool to the most appropriate person.
“THE SHORETEL IP TELEPHONY SYSTEM ALSO ALLOWS US TO SET UP COMMUNICATIONS SO WE HAVE A MUCH MORE DIRECT IMPACT ON THE QUALITY OF THE INITIAL PHONE INTERACTION WITH CLIENTS. WE’RE DELIVERING A CONSISTENT MESSAGE AND CONSISTENT QUALITY CARE.”
Andrew Halliday, President and COO
“I like the integration with Outlook and being able to manage any voicemail message along with my email,” says Halliday. “I can forward it to all of the individuals who need to know about the issue to ensure things get resolved fully. I also like that I can organize my voicemail in the same way I organize my email. It improves efficiency—I know it’s done the same for other users as well.”
Halliday Financial also uses Mitel’s conference call capabilities and appreciates the convenience and savings. “We don’t have to set things up ahead of time—we can just decide to start a conference call and it’s happening within minutes,” states Halliday. “We’re also saving money by not using a third-party conference vendor and it’s more efficient.”
Finally, the ability of the Mitel IP telephony system to track customer phone calls, export and distribute voicemail files, and keep a running history of calls into each number is helpful in continually monitoring and improving customer service. It is also especially useful for training and coaching financial advisors to comply with regulations.
Halliday Financial uses Mitel Director for end-to-end management of the Mitel IP telephony system. Mitel Director is a browser-based management interface that provides easy access to the system from anywhere on the network, enabling easy management of everything, including voicemail, automated attendant, and desktop applications. It takes seconds to add a new user and the system automatically updates the centralized database and every voice switch. At the time the new user is added, a mailbox is automatically created, the automated attendant dial-by-name and number feature is updated, and online directories are revised. Changes are made just as quickly.
Mitel brightens up the bottom line
Halliday appreciates that the Mitel IP telephony system does what Mitel said it could do. “Mitel has come through on its promises,” concludes Halliday. “We accomplished our first goal with the Mitel IP telephony system, which was to centralize the answering of our phones and offload those duties from our service professionals. What we didn’t realize was that we’d be getting all these other features that would improve our bottom line by increasing productivity and enhancing customer service.”
“WE ACCOMPLISHED OUR FIRST GOAL WITH THE SHORETEL IP TELEPHONY SYSTEM, WHICH WAS TO CENTRALIZE THE ANSWERING OF OUR PHONES AND OFFLOAD THOSE DUTIES FROM OUR SERVICE PROFESSIONALS. WHAT WE DIDN’T REALIZE WAS THAT WE’D BE GETTING ALL THESE OTHER FEATURES THAT WOULD IMPROVE OUR BOTTOM LINE BY INCREASING PRODUCTIVITY AND ENHANCING CUSTOMER SERVICE.”
Halliday Financial wanted to capitalize on the cost savings and customer service and productivity enhancing benefits of IP telephony.
Mitel provided the financial planning firm with a comprehensive solution, including Mitel Voice Switches, Mitel IP Phones, and system management software.
- Significant savings on toll charges
- Higher value from service professionals
- Ability to management the system in-house
- Enhanced customer service