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Case Study: Russell’s Estate Agent
Vibrant firm of Estate Agents
4Com
Case Study: Russell’s Estate Agent
How We Helped
Russell’s is a vibrant firm of Estate Agents, Residential Letting Agents and Chartered Surveyors,
with roots that can be traced back to 1871. Based across 5 sites (Cambridge, Ely, Littleport,
Sawston and Soham), Russell’s aim to provide a high level of customer service whilst exceeding
the expectation people have of estate and letting agents.
01
The Problem
Russell’s were using a Toshiba phone system which was inherited from another company.
The phone system was out of date, the features were limited and overall it no longer met
their business requirements. 4Com were called in to offer a cost effective solution.
4Com
02
The
Importance
03
Case Study: Russell’s Estate Agent
The
Benefits
Telecommunications form a vital part of Russell’s day to day business. At
Russell’s have found their new phone system to be a vast improvement on their
busy times, Russell’s can expect up to 300 incoming calls every day to their
previous phone system. Teresa comments “the Voicemail feature has been
Cambridge office. They required a phone system which would provide a range
brilliant at busy times since it is impossible to answer every call - clients now know
of new and exciting features and be highly dependable.
they can leave a message and we will get straight back to them”. This is a feature
which they didn’t have previously on their old phone system. Another feature
The Solution
which has proved to be extremely beneficial is the voice recording facility. “We
have situations where people claim they have said something which they haven’t
Russell’s decided to change to 4Com for a number of reasons. Teresa Russell
said. With voice recording we can track the call and establish the truth.” Voice
of Russell’s comments “we were very impressed with the representative who
recording has proved to be a very powerful tool in settling disputes and has saved
came to see us”. Russell’s decided to change to the 4Com solution across all 5 of
Russell’s both time and money.
their offices. The phone systems which Russell’s opted for came equipped with
new features such as Voicemail systems, Call Recording, DECT handsets and Call
Once the phone system was fully installed, full training was given to all staff
Monitoring software.
members. “The training was very good; the engineers went round and talked staff
members through the features”.
Before switching to 4Com, Russell’s were using a different telecoms provider for
their calls, line rentals and maintenance. They found that the levels of customer
service and support offered were not adequate and important issues would
often go unresolved for days. This has been solved by switching to 4Com. Teresa
comments, “If I do have a problem I can phone straight through to get it resolved”
This has been true of all five sites which have the new phone system installed.
4Com
What’s Next?
Why not book a consultation with
one of our telecoms consultants
Call us on:
0330 444 4444
or visit our website
www.4com.co.uk
Case Study: Russell’s Estate Agent