RUSSELL'S ESTATE AGENTS CASE STUDY

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Russell’s is a vibrant firm of Estate Agents, Residential Letting Agents and Chartered Surveyors, with roots that can be traced back to 1871. Based across 5 sites (Cambridge, Ely, Littleport, Sawston and Soham), Russell’s aim to provide a high level of customer service whilst exceeding the expectation people have of estate and letting agents.

The Problem
Russell’s were using a Toshiba phone system which was inherited from another company. The phone system was out of date, the features were limited and overall it no longer met their business requirements. 4Com were called in to offer a cost effective solution.

The Importance
Telecommunications form a vital part of Russell’s day to day business. At busy times, Russell’s can expect up to 300 incoming calls every day to their Cambridge office. They required a phone system which would provide a range of new and exciting features and be highly dependable.

The Solution
Russell’s decided to change to 4Com for a number of reasons. Teresa Russell of Russell’s comments “we were very impressed with the representative who came to see us”. Russell’s decided to change to the 4Com solution across all 5 of their offices. The phone systems which Russell’s opted for came equipped with new features such as Voicemail systems, Call Recording, DECT handsets and Call Monitoring software.

The Benefits
Russell’s have found their new phone system to be a vast improvement on their previous phone system. Teresa comments “the Voicemail feature has been brilliant at busy times since it is impossible to answer every call - clients now know they can leave a message and we will get straight back to them”. This is a feature which they didn’t have previously on their old phone system. Another feature which has proved to be extremely beneficial is the voice recording facility. “We have situations where people claim they have said something which they haven’t said. With voice recording we can track the call and establish the truth.” Voice recording has proved to be a very powerful tool in settling disputes and has saved Russell’s both time and money.

Once the phone system was fully installed, full training was given to all staff members. “The training was very good; the engineers went round and talked staff members through the features”.

Before switching to 4Com, Russell’s were using a different telecoms provider for their calls, line rentals and maintenance. They found that the levels of customer service and support offered were not adequate and important issues would often go unresolved for days. This has been solved by switching to 4Com. Teresa comments, “If I do have a problem I can phone straight through to get it resolved” This has been true of all five sites which have the 4Com phone system installed.

If you need to update your business telephone systems or are looking to add exciting features such as digital handsets, call reporting and digital display boards, why not contact a member of the 4Com team on 0800 9888 101 to find out how we could help you.