NewCo: Small staff, big business needs

Remote workers keep company running smoothly

Logicore built and manages a remote office solution that is seamless for customers, gives employees the added perk of working from home--all while delivering cost savings and flexibility.

NewCo* had a traditional office environment in a downtown office building in the Twin Cities.  A small group of employeees worked there, including sales, management and high-level technical support.  The main headquarters and the customer support staff are in two different states. 

As NewCo's business model changed, they looked at ways to make their company more cost-effective without losing the service levels their customers were expecting.  The staff in the Twin Cities was small but highly skilled and their positions didn't overlap employees at the two other locations.  Their job functions mainly consisted of customer contact through phone or Internet, not face to face meetings. NewCo made the decision to set up a remote office environment and close down the physical office.

Smooth transition from office to home
NewCo worked with Logicore to plan the transition to make it smooth for the employees and invisible to the  customer base. Logicore coordinated the deployment of the remote office infrastructure, creating a phone system that not only gave them all the tools they already had in their existing office phone system, but additional tools like voicemail-to-email, full-featured desk phones as well as softphones to allow them to take calls with just a headset and a laptop. 

One challenge of not being in the office was making sure that phone calls were getting distributed to the correct staff member or location.  In the office, there was an administrative assistant who would take messages or send sales calls based on whether a salesperson was available to take the call.  Now that everyone was working from remote, NewCo needed an efficient method to route the calls.

Unified customer experience
Logicore created an auto-attendant for the main number, with routes to the 24-hour customer support line, the sales department and the headquarters location.  Despite having 3 different phone systems in 3 states, the auto-attendant could seamlessly transfer a caller to headquarters or customer support without the customer calling a different toll-free number.  

NewCo also needed a way to make sure sales calls were delivered to the staff in a fair manner.  Logicore set up a ring group that would call all the sales staff phones at the same time.  The first person to answer it got the call.  While this option worked great for NewCo, there are other methods of routing calls in group from "least busy" to "round robin"--we'd be happy to explain the options and help design a system that works best for you.

After hours, all sales calls go to the sales voicemail box where they are listened to the next morning.  They also get emailed as an attachment to the email address on file for that extension. Voicemail to email has been a great training tool for NewCo - now when a customer calls with an issue that needs improved support, the staff member receiving it can easily forward it on to staff and management for review. 

NewCo's Minnesota location is reaching its 3-year anniversary as a remote office environment.  The employees are pleased with tools they have to work successfully from home, plus the added benefit of saving time and money from a daily commute.  The owners of NewCo have saved hundreds of thousands of dollars in office rent and overhead expenses.  Best of all, the customers get even better service from NewCo than they did when they worked in an office.

*NewCo's name has been changed--they wanted to keep their name private for business reasons.