H&F Accountants, based in Colne, required an advanced telephone system to support their growing team and enable reliable remote working and collaboration. With a focus on ensuring smooth communication both in and out of the office, H&F Accountants turned to GBIS Communications, a trusted partner they had worked with for years.

GBIS Communications provided them with a solution to streamline operations and improve client communication for the accounting firm.

As H&F Accountants experienced significant growth, the existing communication infrastructure struggled to keep up with the demands of a larger, more distributed team. They needed a robust system that could:
• Enable remote working while maintaining strong connectivity.
• Improve internal collaboration.
• Ensure that clients experienced smooth and efficient communication, both during and after business hours.

Solution by GBIS Communications:

To meet H&F Accountants’ specific requirements, GBIS Communications implemented a feature-rich telephony system, using the latest technologies. Key components of the solution included:

• Personalised Pre-call Announcement: Ensured that every client call started with a customised greeting, offering a personalised experience and setting the tone for high-quality service.
• Voicemail to Email: Simplified communication by enabling voicemails to be forwarded directly to the team’s email inboxes, allowing team members to stay on top of messages even when out of the office.
• Set Time Schedule: With business hours set from 9 AM to 5:30 PM, an automated out-of-hours message ensured clients were always informed when the office was closed, creating a smooth, professional experience.
• Yealink T48 Handsets with Webex Integration: Installed Yealink T48 touchscreen handsets that seamlessly integrated with Webex’s mobile and desktop apps, allowing the team to stay connected whether in the office or on the move.
• Music on Hold: Implemented hold music to keep clients engaged during call transfers, further enhancing the overall customer experience.
• Comprehensive Call Analytics: Provided detailed analytics to track and optimise call performance, enabling the management team at H&F Accountants to monitor call volumes, wait times, and overall performance.

The implementation of the new telephone system has dramatically improved both internal and external communication for H&F Accountants. Some of the key benefits include:

• Increased Efficiency: The new system’s features, such as voicemail to email and call analytics, have significantly simplified the team’s workflows.
• Improved Remote Work Capabilities: With the Yealink T48 handsets and Webex integration, team members can now collaborate effectively and stay connected no matter where they are working.
• Enhanced Client Communication: The personalised pre-call announcements and automated out-of-hours messaging ensure that every client interaction is smooth and professional.