Organisations large and small must address a wide range of communications needs based on the roles of their workers and the needs of their customers and clients. Today’s competitive markets demand communications solutions that are flexible enough to provide everyone – from the reception desk to the main office – with the communications capabilities they need to be productive.
Communication tools can make an important contribution to productivity. The UK Office for National Statistics found that investment in telecommunications had a positive effect on productivity, explaining up to 7.5 percent of productivity differences in manufacturing firms.
Although individual tools, including email, fixed-line phone, voice mail, mobile phone, instant messaging and conferencing offer specific productivity benefits, many organisations recognise the additional benefits of integrating them in a unified communication solution.
Research firm Chadwick Martin Bailey reports that failing to integrate communication devices can reduce productivity. In a survey of firms without unified communication, 56 per cent of the respondents reported that employees trying to reach a colleague simply guess which device to use and fail at the first attempt. Nearly half of respondents missed a deadline or experienced project delay because of communication problems.
And mobile communication enables employees away from their desks to maintain contact and access the data and applications they need to maintain productivity. A study of teleworkers found that 69 percent cited higher productivity when working remotely, while 83 percent felt that that their ability to communicate and collaborate with colleagues did not change when working away from the office.
For communication systems to be effective they need to be jargon-free, intuitive, and enable you to become very productive very quickly. This is how organisations can excel in customer service, for example by managing callers during busy hours or to cater for business continuity in the event of a disaster by instantly redirecting calls to another site.
Or you may need to record calls for compliance or training purposes and report on productivity. Or, from a marketing point of view, systems can help your monitor your advertising campaigns and report on the return on your investment.
Whichever communications system was chosen, it is important that:
- Employees are accessible and able to respond immediately to the needs of others through real-time communication methods;
- There are a wide range of better, smarter ways to work with colleagues, customers, and business partners;
- Whatever their role, wherever they are, workers need to stay connected to each other and to customers.
Whether it is meeting the messaging needs of executives, keeping front-line personnel in touch anywhere and anytime, or deploying collaboration, web conferencing, or other productivity-enhancing communications, you need to make sure the solution is tailored to match your needs.
Does reception and customer service stand at the doorway to your business? Do your front-line workers and representatives have the telephone technology they need to make the right first impression and deliver superior support? Can workers in your organisation respond quickly to ever-changing demands, no matter where they are?
Are your sales leaders tuned into emerging, fast-changing opportunities anywhere, anytime – whether in the office, while visiting customers, or on the road? Do your desktop phones give your employees exactly what they need to stay in touch and meet the communications challenges they face daily in a global marketplace? Can management always get immediate access to corporate, customer, supplier and other information they need to make better, faster decisions?
At Pinnacle we establish exactly what any project needs to achieve. We establish the current process, set project goals, and gather the functional and non-functional requirements. We start with a current system inventory and then evaluate it for quality and relevancy. Once we’ve established what already exists, we check for missing parts of a complete system.
Our overarching aim is to make sure that work ‘flows’ better. We make sure clients can take control of their communications systems by providing online access to a full range of routing, monitoring and managing tools to empower any organisation with the perfect customer service package.