You remember those commercial jingles from long ago, a chorus of peppy singers behind the TV screen? Typically it was for a product that could only be sold by phone, not in stores. They were so infectious that we couldn’t help but pick up that phone and dial that number, because we wanted what was being sold so badly that we were willing to sell our souls to the devil just to get it.
The internet has changed the way businesses work. Behind us are the days we had to be in adjacent cubicles to communicate with our co-workers and cooperate on projects. We may miss the water cooler camaraderie that emerged from close proximity, but the savings in overhead combined with enticing expertise and experience that would have been out of reach can mean good things for your organization.
A business litigation and IP firm based in downtown San Francisco, the ARI Law Group firm was using a dedicated in-building receptionist and a punch-key PBX system to communicate with clients. In a recent call with an attorney directory service, the rep from the directory informed one of the principals that they routinely received 3 to 5 calls per week from their sponsored listing, something the law firm was unaware of. This prompted a further investigation into the “client experience” as they phoned into the firm.
It appeared that after hours – before 9:00am and post 5:30pm – the receptionist would be absent and calls would go to voicemail after an average of 8 rings (approximately 32 seconds). As the firm had international clients, it was safe to assume that a number of calls throughout the early morning and night went to voicemail, where many callers simply hung up.
While recognizing the need to move to a more sophisticated business phone system, ARI Law faced a number of challenges often seen in professional services firms that occupy office space in a large commercial building downtown.
1) They required the use of their existing punch-key PBX phone system as it was the standard system within the entire building. It had outdated features and was old, but it was fixed throughout.
2) Desiring to answer each client call with the human touch, they required a tie-in service that would allow an answering service that was intimate with their business to be able to offer live call reception 24/7/365.
3) Because the nature of their business was law and that client calls had to have the utmost security, they wanted a system based on a wired business telephone system and not on VoIP.
With the Halloo system the ARI Law firm set up a unique local number for each of the several area codes within the Bay Area and Silicon Valley that they serviced. They then routed these numbers to their traditional office line, while being able to toggle to a live agent answering service during off hours.
They were also able to offer their clients the convenience of a single local number so that parties could join a conference call (often used in professional services) by pushing a number on their phone while calling into the normal office line.
Ali Aalaei, principal of ARI Law PC said, “Halloo provides our clients in the Bay Area and in Asia an incredibly accessible way to communicate with our team here in San Francisco and Orange County.”