During our initial ICT review, we identified that the firm was operating with an outdated telecoms system and a significant proportion of their ICT budget was being used to maintain it. We also identified that staff were not able to work as efficiently as possible due to the slow connection speed of their IT network which was costing the firm in lost productivity.
Staff members and clients were regularly reporting that telephone calls were being disconnected mid conversation, and worse, could be left to ring un-answered because all calls had to wait to be answered by a single receptionist. This lack of reliability was not only affecting service quality, it had increased the risk of losing clients and potentially costing the firm money.
Link ICT made recommendations for a new telecoms system which was installed alongside a new IT network. This has boosted the connection speeds and enabled staff to work quicker and more efficiently.
The upgraded phone system has eradicated all the call connection problems and significantly improved communication between colleagues and with clients.
Using a convenient and easy to use app on their mobile phone, all advisers can automatically divert calls to wherever they are working. This has allowed everyone to be much more agile in where they chose work and clients benefit from being able to reach their adviser regardless of whether they working remotely or in the office.
Part of the ICT support service package that Link ICT provide to the The Tax Partnership’s IT is to have an IT technician on site on a weekly basis. Being on-site means the technician is able to develop a good understanding of their infrastructure and needs as well as the opportunity to build trusting relationships. This has resulted a happier and workforce who have much more confidence using the systems and feel comfortable in asking for support from technician.
Overall, The Tax Partnership now has a faster IT system and a reliable telecoms system. These combined benefits have improved business processes and efficiency and resulted in improved communications and enhanced client satisfaction. The firm has also reported that productivity and employee morale has improved because people are now fully trained and feel confident to use ICT systems to their maximum benefit.
