Integrating scalable solutions with a PBX phone system for small business

As your business grows, your communication needs change. With effective communication being an important part of business functions, it’s important to have a flexible system to accommodate these shifts. However, many small businesses still relying on traditional phone systems are missing out on scalability and cost-effectiveness.

Interestingly, 60% of small businesses in Australia are planning to phase out traditional phone systems and switch to business phone systems in the next 12 months. This isn’t surprising considering that 75% of small businesses reported cost savings after moving to cloud-based phone systems.

Enter the PBX phone system for small business operations. A cloud-based PBX system offers a scalable solution that addresses many challenges faced by small businesses. By integrating scalable solutions with a PBX system, small businesses can reduce costs, improve efficiency, and enhance customer service.

Unified communications (UC)

Unified communications refers to the process of integrating many communication tools and platforms into a streamlined system. This generally includes video conferencing, voice calls, email, and instant messaging. When integrated with a PBX phone system for small business operations, unified communications can help create a cohesive communication process.

It also helps improve collaboration among your team members through varied channels regardless of the location or devices being used. Your employees have the freedom to switch between communication channels without disrupting their day-to-day activities and with multiple communication channels being utilised, employees are far more likely to improve customer service standards. This can be a significant advantage as 87% of customers are more likely to purchase goods and services if they have a positive customer experience.

While the benefits of unified communications are well-known, businesses investing in these systems that enable unified communications need to consider several implementation strategies to maximise their experience. For example, you need to choose a PBX phone system for small business operations that integrates with the unified communications platform. Look for solutions that are user-friendly and provide seamless integration.

You should also consider comprehensive training for your employees on the platform which will help them improve productivity and efficiency. Don’t forget to set clear guidelines when using different communication channels to prevent any confusion and ensure that the system is being used effectively.

CRM integration

CRM systems are important for businesses to manage customer data. Integrating it with your new PBX phone system can give you a complete 360-degree view of customer interactions which can help create more personalised and efficient processes.

With access to information like customer purchase history and preferences, you have the benefit of tailoring your services and products to their preferences. Better data is also a great way to establish targeted sales and marketing efforts that have the potential to increase your conversion rates. This integration also eliminates the need for manual data entry so that your employees can improve their productivity and you have an opportunity to reduce human errors within the business that can end up costing you more.

If this configuration is important to your business, remember to choose a PBX phone system that seamlessly integrates with your existing CRM system. Most reputable phone systems can seamlessly integrate with your existing systems to make it a more stress-free and simple process; however, it’s always a good idea to speak to your service provider and check on the capabilities before you commit to a specific phone system.

Think about the security measures. Since CRM integrations are centred around your customer data, you need to consider a cloud-based system that can offer you the peace of mind that your customer information is safe. One way to do this is to ensure compliance with proper safety standards.

Training, once again, becomes an important part of protecting your customer data. Ensure that adequate training is provided on the proper and safe usage of these integrated systems so that you can prevent any form of security violation.

Scalable call centre solutions

A cloud-based PBX phone system for small business operations is a great option if you’re thinking of scaling your business or call centre solutions because it helps you adjust your capacity based on demand. This is an especially important feature if you have fluctuating call volumes.

With cloud-based business phone systems, you can reduce unnecessary expenses during periods when the call volumes are low. If your business has a seasonal product or service, for example, you likely won’t get as many enquiries from customers during off-peak seasons. In this case, you can reduce the number of users and pick it up once demand starts picking up. You can also scale up during a special promotion or campaign and scale down once the event is over.

Cloud phones also offer several features that improve response times and reduce wait times which can improve customer satisfaction. With 60% of customers stating that they will not wait on the phone for more than one minute, these features can have a great impact on your business and may even be able to enhance its reputation for customer service.

For your business to have a strong foundation in making these cloud-based services work and get the desired results, ensure that you have the right analytics to monitor call centre performance and make decisions based on solid data. The right integrations can help you extract the information you need, whether it’s average call waiting time or abandoned calls, and use the data to improve your communications.

Switch to a PBX phone system for small business operations today!

Having a scalable communication system is a necessity and by integrating scalable solutions, your business can enhance its communication capabilities drastically and effectively.

From improved collaboration to enhanced productivity, these integrations come with several great benefits, giving you unparalleled flexibility to scale your business operations. Implementing these solutions may require an initial investment; however, the long-term benefits can quickly outweigh any reservations you may have about the cost.

With the right cloud-based PBX phone system for small business operations, you can create a communication infrastructure that doesn’t just complement your existing needs but also offers incredible support for where you want your business to go.

FAQs

Can I use my mobile phone with a PBX phone system? 

Many modern PBX systems offer mobile apps that allow you to use your smartphone as an extension of your office phone system, enabling you to make and receive calls using your business number from anywhere.

How does a PBX system help with call routing and management? 

PBX systems offer features like call queues and customisable call routing rules. This helps efficiently direct calls to the right person or department, manage high call volumes, and ensure callers reach the appropriate destination quickly.

Can a PBX phone system integrate with my other business software? 

Many modern PBX systems, especially cloud-based ones, offer integrations with various business software including CRM systems, helpdesk software, and productivity tools like Microsoft OneDrive and more. This allows for streamlined workflows and improved data management.