877.M5HELP3Common Mind Consulting Advances to M5’s Hosted IP business phone system
The consulting firm flourishes with M5’s advanced call mangement and technology support for a growing virtual workforce
The Challenge:
Common Mind is an e-business consulting firm that works with small to large sized businesses to streamline and simplify business processes to best serve client goals. For the past ten years Common Mind consultants have worked with clients to isolate and obtain the added value web resources can bring to businesses through many activities including generating leads from web sources and updating website content. Common Mind was using an analog phone system 4 years back, and the system hindered communications. Without an easy way to transfer calls, caller id, auto-attendant or easy-answer call queue, a single consultant was forced to monitor the system, making sure calls didn’t get lost and clients were serviced properly. As call volumes increased executives decided that a better solution, with advanced technology was required for the business to flourish. Founder and CEO of Common Mind, Will Rico was familiar with M5’s technology and service offering. For Rico, M5 exceeded his critical buying criteria, but he still did a trial of the service when his salesperson arranged a Cisco phone for an office trial for a number of days. The level of trust he developed with M5 team members allowed him to make his hiring decision confidently.
The Solution:
An M5 dedicated project manager coordinated configuration and implementation for the Common Mind network. Office phone profiles and remote user accounts are set up for consultants working from home in Michigan, New Jersey and other locations. Call transferring between workers is easily executed with four digit dialing, automatic hold transfer, and a customized auto attendant directs calls seamlessly. Beyond excellent call quality and clarity, the robust M5 feature sets in place further optimize communications. The user portal allows staff to monitor call logs and consult data metrics automatically complied with graphics and analysis. For consultants billing by the hour, logs with exact call begin and end times, and timers give the ultimate reference for accurate billing. Staff user accounts let remote users login and out of hardware from any location, providing ease of use and enabling flexible maneuvering. Common Mind uses M5 Scribe in a unique way, having client callers use the customized company auto attendant to leave urgent messages which are automatically transcribed and sent to support email addresses. Their clients receive excellent customer care and support by always being able to reach support.
The Results:
Common Mind has been helping clients develop technology solutions to streamline and improve their businesses for years, and now has a communications system that fosters this process. Common Mind’s distributed workforce is easily connected to callers with customized auto attendant and four digit dialing. Geography doesn’t affect the call routing in place and staff can work from anywhere. Consultants are freed from managing call flow and maintaining the network. The image conveyed over the phone is polished and seamless across locations and support is always available to clients. M5’s ser vice delivers advanced feature sets with excellent call quality and consistent uptime. Clients are better serviced and staff is able to work more flexibly than before.
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