Case Study: How to Successfully Implement a Virtual PBX in Your Business

Today, we’re excited to share how we at Stream Telecom connect new clients to Virtual PBX. We’ll walk you through the steps involved and discuss some of the challenges businesses may face along the way. This case study is informative for any company that interacts with customers daily through phone, messaging apps, or email.

Stream Telecom is a national business communication operator in Ukraine. We specialize in providing a wide range of services: IP telephony, Virtual PBX, CRM systems, Call Tracking, SMS/Viber messaging, Robocalling, IVR, GetClient, and much more.

Stage 1: The Initial Introduction

It all begins with understanding the client’s business needs and defining the project. Not every business requires the same solution in the market. For our case study on PBX implementation, we’ve chosen an unusual client—the Ministry of Justice from Ivano-Frankivsk. Their request was specific:

“Set up a telephony project to handle calls via a toll-free 0800 hotline from scratch.”

Before reaching out to Stream Telecom, this government institution was using outdated local communication systems and had only heard about IP telephony through hearsay. It was a novel experience for them. After months of discussions about tasks, pricing, and investments from foreign partners, we began to tackle the project.

Stage 2: The Solution Process

This is where things get really interesting. This stage can be roughly divided into three parts:

  • Purchasing new equipment.
  • Service connection.
  • Integration with the CRM system.

Let’s briefly review each step involved in solving the problem.

Purchasing New Equipment

The advantage of cloud telephony is that it allows you to save a significant amount on purchasing new equipment. For small businesses, you can use an existing PC, laptop, or tablet. All you need is Internet access and a headset for communication. Medium and large businesses purchase IP phones, routers, and other equipment at their discretion.

In our case, the Ministry of Justice created a call center and a toll-free hotline from scratch. For this task, laptops and headsets were purchased for the operators.

Service Connection

Next, we connected a range of telephony services:

  1. A multichannel 0800 number. Completely free for clients. One number can handle up to 333 calls simultaneously.
  2. A mobile SIP number for outbound calls. This number isn’t tied to a specific device and can be used anywhere with Internet access. Communication costs are cheaper compared to GSM, with additional features including call recording, call forwarding, voicemail, etc.
  3. Alpha-name for SMS. The Ministry sends technical SMS responses to client inquiries. An alpha-name inspires more trust in clients, as they see messages coming from an official institution.
  4. Recording unique greetings. From the first seconds, a person can sense the organization’s seriousness and its openness to its clients.

Although the Ministry of Justice was encountering VoIP technology for the first time, there were no issues in connecting the services.

Integration with the CRM System

And the final stage—integration. At Stream Telecom, we offer over 30 integrations with other systems, services, and messengers. This list is continuously expanding. What benefits does such synergy bring to a business?

  1. Call management is consolidated into a single system.
  2. Call recordings are automatically pulled into the CRM.
  3. A lead is automatically created with each incoming call.
  4. “Client-manager” pairing with the option for call forwarding.
  5. One-click calling (Click to Call).
  6. Viewing the complete call history.

The list of benefits depends on the choice of CRM system. In any case, thanks to the integration, companies—including our client—will not miss any calls, optimize business processes, and gain a better understanding of their customers.

By the way, very soon we will have a new integration with Firmao. This is Polish cloud software for automating CRM/WMS processes. Designed for small and medium-sized companies. Thanks to its modular design, it provides a unique opportunity to quickly and easily adapt to the specific needs of any company. Firmao is a great alternative to Salesforce, HubSpot, Zoho and Bitrix24.

Stage 3: Results

In cases like this, the most challenging aspects often occur behind the scenes, particularly the legal intricacies. However, we achieved excellent results:

  • The operators’ work was well-organized, and all workstations were ready to receive calls by the agreed deadline.
  • We conducted training on how to use the telephony system and its tools.
  • We reduced the rate of missed calls from 50% to 10%. This improvement was made possible by adjusting the incoming call scripts and expanding the workstations.

If you’re looking for a reliable provider capable of handling projects of any complexity, turn to us at Stream Telecom today, and start using modern telephony tomorrow.