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Building an ROI-Focused Small Business Phone System

Your small business phone system should do much more than basic telephony. When you invest in any technology or platform, it should deliver value. If it doesn’t, it’s just an expense with no return.

If you haven’t considered the ROI (return on investment) of your phone system, it’s time you did. Find out how to build a phone system that does more than ring!

A Modern Business Needs a Modern Phone System

Small business leaders strive to operate optimally and efficiently. One of the most critical ways to do this is with technology. That’s why on-premises legacy phone systems don’t work for modern business. They are money pits that limit accessibility to one location and don’t have the features that provide mobility or agility.

If your phone system is still living in the past, it can’t drive ROI. Instead, it will be a cost that continues to increase, and your return is a lot of frustration. So, the first way to build an ROI-focused phone system is to deploy one that’s cloud-based.

You’ll immediately see reduced costs because you eliminate hardware costs. Your provider is now responsible for infrastructure. These capital expenses of servers and other hardware never go down, making it impossible to derive ROI. Your overall costs for such a platform will be much less, eliminating the need for expensive equipment and technical experts.

How the Right Phone System Generates ROI

So, how else does a cloud-based phone system offer ROI? It has many features, attributes, and capabilities that ensure this investment is smart.

Less Downtime and Stronger Business Continuity

With a cloud-based small business phone system, you can have peace of mind regarding downtime. With an on-premises system, that’s always a worry. If the power goes out, your phone does, too. How much might you lose with no communication system? The impact could be devastating, and your customers may never trust you again.

With the cloud, you can feel confident in reliability with a 99.999 percent uptime guarantee. That’s because there are redundancies in place. Additionally, phone solutions that live in the cloud are usable from anywhere and on any device. You’ll always have a safety net for communications and a robust business continuity plan.

Scaling Requires Little Investment

As you grow, your phone system can grow with you, requiring only minimal costs. Scaling is crucial for small businesses. As your brand increases its revenue, you’ll need to add new employees. If you’re using an on-premises solution, that will be costly and cumbersome. You’d have to get your provider to come physically to your location.

Whereas with the cloud, you can easily add or remove users. Phones are plug and play, so there’s no IT assistance needed. Your employees can also access all features via an app on mobile or desktop. With this platform, you can onboard new staff more quickly and give them the communication tools they need to succeed.

Accessibility Drives Better Customer Experiences

When customers need to contact you, is your phone system creating roadblocks? If so, they may go elsewhere. Modern customers have high expectations about access. For example, salesperson Jane heads out to lunch. Her biggest client tries to call her urgently. If he has to wait, he could grow frustrated. But he can still reach her whether she’s in the car, walking down the sidewalk, or sitting in a café.

When your customers feel like you’re there for them, it builds loyalty. And that pays big dividends. As we’ve learned, it doesn’t matter where you are; connection is possible from anywhere.

Call Analytics Offer Actionable Insights

A platform that offers call analytics is also a source of ROI. For customer-facing employees like salespeople and customer success specialists, understanding their phone usage can be insightful.

You’ll be able to track metrics and performance related to multiple actions. From reports, you can find patterns and trends that allow you to optimize employee efficiency and increase customer engagement.

More Than a Phone System

You’ll get the greatest return when implementing a unified communications (UC) platform. A phone is one component, but it offers so much more in one integrated solution. These tools empower your employees to be more productive and support customers.

A UC system can include:

  • Video conferencing, which is a must-have for more impactful meetings and should offer screen sharing and annotation options.
  • Team chat, a vital tool for internal communication when people need quick answers or support.
  • File backup and collaboration, which enables better collaboration because employees can work on a document simultaneously. It’s also a secure repository that’s accessible from anywhere with credentials.
  • Business integrations with a variety of systems, including CRMs, to streamline business workflows.

UC is more cost-effective than standalone modules for each communication and collaboration tool.

A Small Business Phone System Should Empower You, Not Limit You

Now that you know how to build an ROI-focused phone system, you’ll want to compare options. There are many on the market with similar features and costs. So, how do you know the best choice for your company? Selecting a solution built for small businesses is a start. Look for one with award-winning customer support, a robust onboarding program, and that never compromises on security or reliability.

You’ll find this and much more with Intermedia Unite. Find out how it can help your small business succeed today.

About Mark Sher

Mark is the Senior Vice President of Unified Communications, Product and Marketing at Intermedia.