Kingston Smith LLP
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Calculate the Benefits of
VoIP and Systems Integration with Britannic
Technologies
Kingston Smith LLP is one of the
UK's top 20 UK accountancy and auditing firms. With 47 partners
spanning six offices across London and the South East, the firm
supports entrepreneurial businesses, charities, education and
religious organisations, trade, professional associations and
private individuals.
"We are
very happy with our choice and hope this continues to be a long
term working relationship. I don't think any other company had as
much knowledge and internal skills to deliver as well as Britannic
could."
Andrew Guy,
Senior Project Analyst,Kingston Smith LLP
Requirements &
Objectives
Kingston Smith LLP were keen to
review their current telephone system with a view to achieving
improved joined up working across their business. Although they
already had an existing CTI application it wasn't working smoothly.
They were looking to enhance the professional service delivered to
their customers - with accurate data and innovative use of
technology to support their business goals.
There were a number of specific
features identified which the proposed investment needed to
deliver. Amongst these were incoming call screen popping, the
ability to drill down into the client data, dial from Outlook
Internal Extension Management and the centralised management of the
telephones and applications.
Another important consideration was
the need for all systems to be flexible and easily accommodate
company growth.
Key
Requirements
The Solution
Britannic Technologies reviewed the
business goals and objectives. Within this process Britannic
undertook an in-depth review of the existing environment and
infrastructure. Britannic's systems integration capabilities were
critical. This was achieved through a "proof of concept" -
integrating Mitel IP telephony and applications gateway with
Kingston Smith LLP's practice management software.
Following the successful "proof of
concept", Britannic Technologies were commissioned to deliver a
turnkey solution, this included the deployment of VoIP telephony -
networking six sites across London and the South East (using Mitel
3300 as the core platform), call man gement software, voice
recording, presence & availability software and bespoke
integration work. Using Britannic's in house development and
integration capabilities the existing practice management system
was tightly integrated with the new IP telephony platform.
Incoming calls now screen pop to
the recipient enabling members of the team to identify the caller
before pick up, they are also presented with all of the relevant
client information immediately.
"At last
our long held CTI wish list has been delivered. The computer screen
pops the name of the caller instantly. Sometimes it feels like even
before the phone rings..."
Chris Lane, Partner, Kingston
Smith LLP
Call logging is now fully automated
and the information from the practice management, which had
previously been difficult to report on, is now consolidated in one
place.
The result of the implementation of
the new technology means the need for training has been minimised
and call logging and handling has greatly increased in its
efficiency.
Key Benefits of the
System
-
Increased efficiency and
accuracy
-
Reliable
CTI
-
Call logging reports with
drill down capability
-
Resiliency not
compromised
-
Built to enable further
development as business needs evolve
-
Centralised system
management