Imagine a normal day at work. An employee logs in to email, joins a video meeting, replies to a chat message, answers a desk phone, and initiates a call with a customer via a mobile phone. They make several platform jumps during the day to maintain the flow of conversation. Although such constant changes sound like a routine part of business, these constant switches create small delays that add up over time.
It’s not the number of apps your team uses that matters. It’s the communication friction those tools create every day. That’s why many are adopting unified communications as a service to make it easier for employees to reach customers and communicate among themselves.
Small Communication Delays Become Bigger Business Problems
Businesses are often unaware of the amount of time that can be wasted as a result of communication being spread out across various platforms.
A voice mail message was sent to the office by the customer because the salesperson is out of his/her office. A co-worker gets a message that needs to be acted on while reading their e-mail. Customer queries are answered by sales, but not readily available. These scenarios occur on an everyday basis, and they slow productivity without anyone being aware until productivity begins to suffer.
Staff take more time searching for conversations, switching devices, and following up than actually fixing customer issues. The more these interruptions increase, the slower customers respond and the less efficient employees are within the organization.
Customers Feel the Frustration Too
Communication issues don’t remain inside your business. They’re also felt by customers.
A caller has a billing inquiry and is transferred twice to get to the appropriate department. On the way, they are talking to 3 different staff members. Another customer leaves a voicemail saying that nobody is available and is contacted by the competitor hours later.
While these experiences may seem minor on their own, they combine to create the perception of the customer about your business. Patience will continually be lost if it takes too long, needs to be repeated, and then the callback doesn’t occur.
With unified communications as a service, conversations remain connected across devices and departments, making it easier for employees to access the information they need and respond without unnecessary delays.
Switching Between Apps Slows Everyday Work
Most of the time, the most significant loss of productivity is from the back-and-forth switching itself.
An employee could pick up the call on a desk phone, access a messaging platform, check email for previous chats, set up a video chat, and record notes for customers elsewhere. Each transition serves as a disruption in concentration and can lead to missing important information.
We have visited businesses that use sticky notes, handwritten telephone messages, and personal cell phones just because they cannot get the tools to communicate effectively together. These are workarounds, which result in a lack of consistency in customer experience and complicate collaboration.
With a unified communications as a service solution, companies can integrate voice, messaging, video, and collaboration to help reduce the time employees spend navigating technology while increasing their time with customers.
Operational Simplicity Makes a Difference
Technology should be a tool to aid day-to-day activities and not complicate them.
Suppose a service technician is working away from the office and can respond to business calls from a mobile phone with no need to share their personal phone number. Or a receptionist who can quickly see if a colleague is available or not, before putting a customer on hold.
These practical enhancements will help to minimize communication snarls and improve team effectiveness. Employees will no longer have to search for missing messages or manually monitor conversations; they will be able to get on with work and support customer needs.
This is where unified communications as a service becomes less about introducing new technology, but eliminating the unnecessary blockages that come in the way of business as usual.
A Better Transition Starts With the Right Partner
Changing communications platforms should not cause further disruption.
We’ve been helping businesses to communicate better at Maryland Telephone for over 50 years. We know that each organization will have varying workflows, departments, and customer expectations. This is why we have a hands-on approach when it comes to implementation, rather than having a one-size-fits-all approach.
From planning and onboarding to employee training, we work alongside your team to make the transition as smooth as possible. Our local support team is available when questions come up, so you’re speaking with real people who understand your business instead of waiting in a long support queue.
Unified Communications as a Service is just a first step. The key to success is a team of experienced personnel who can make employees feel comfortable using the new system from the start.
Build a Communication System That Supports Growth
Communication is more complex as businesses expand. You need to accommodate new employees, other outlets and changing customer expectations, all of which are putting a strain on outdated systems.
Many organisations are consolidating their operations by having a single application for all communication needs, rather than having to install another application when a new need arises. A more connected communication environment means fewer missed calls, better collaboration and better employee and customer experience.
We are committed to a long-term relationship at Maryland Telephone, and we aid your company in developing your communication plan that will support your daily business as it continues to grow. We don’t just solve communication challenges with technology, we bring local expertise, continuous support and practical advice to your organisation to help ease those challenges.
Conclusion
It will not be a communication failure that causes the communication breakdown. Most often they are a result of many small disruptions: staff working between applications, customers repeating information, missed calls postponing follow-ups, and systems that are out-of-date and slowing day-to-day business.
With unified communications as a service, companies can minimize those daily hassles and streamline processes across all departments. This leads to quick response times, improved collaboration, and a uniform customer experience. The easier the communication is, the more time your team can spend working on the things that move your business forward and the less time managing technology.