For many businesses, the idea of revamping communication systems can be daunting. However, for one accountancy firm, transitioning to a cloud-based PBX has been a game-changer—streamlining operations, improving functionality and providing a more professional experience for clients.
With approximately 20 employees, Winn Croucher Partners Pty Ltd is a mid-size accountancy firm based in Sydney, and has relied for years on an aging NEC Commander system with NEC IP2AT phones. As traditional phone lines were phased out, the firm faced the decision to upgrade or risk inefficient and outdated communications.
Moving to a PBX cloud-based system with SpinTel provided a solution, as not only would this shift meet the demands of a modern and evolving business, but it also offered cost savings and enhanced flexibility.
“We wanted something more advanced that could support our daily operations efficiently,” explains Lawrence Bui, the firm’s in-house IT manager. “From holding calls to conducting seamless conference calls, SpinTel’s cloud-based PBX gave us the tools to operate professionally and flexibly, helping us to better support our customers and staff.”
SpinTel has produced a Small Business Guide to Cloud Phone Systems – download the free report here.
The firm sought specific functionalities from their new phone system including hold, park, transfer and conferencing capabilities. They also needed after-hours voice recording and features to manage out-of-office calls effectively.
“We were able to customise the new system to cater specifically to our business model,” says Bui. “Having the flexibility to set up after-hours messaging and easily transfer calls has allowed us to operate more smoothly. We also have the ability to host seminars and conference calls, so the system is designed to grow with us and adapt to our clients’ needs.”
The firm admits that the initial setup felt overwhelming, as the system was configured from scratch to meet their specific office needs.
“It was a bit of a learning curve, especially as each phone needed to be configured individually to match our setup,” added Bui. “But SpinTel’s support team was there to support us. They provided guidance on how to maximise the system’s features to best serve our office setup, making the process much easier.”
One of the biggest advantages of moving to a cloud-based PBX is the reduction in monthly telecommunications costs. With fewer lines required and a more streamlined system, the firm has seen noticeable savings on their telco bills, which they can now allocate to other areas of their business.
“Cost was definitely a factor for us, and we’ve been able to see savings each month,” Bui explains. “But beyond that, it’s about having a system that works for us. We can now focus on client work, supported by a professional phone system that boosts efficiency.”
Since introducing the new system, Winn Croucher Partners Pty Ltd has enhanced the way they present themselves to clients, elevating their professional image.
“We feel more like a professional, fully-fledged business now,” says Bui. “Our team can handle multiple calls simultaneously, organise conference calls directly from our phone system and project a more organised, client-focused image.”
Of course, there have been some minor challenges along the way. Training new staff members to use the system efficiently has been an ongoing process, and there have been occasional issues with call quality, likely due to the building’s older internet infrastructure.
“Like any new technology, there’s a learning curve, especially for our new team members,” says Bui. “But with support and training our staff quickly became competent with our new capabilities and functionality. We’re also working on addressing the call quality issue, as it is related to our building Internet setup rather than the PBX system itself.”
Overall, SpinTel’s cloud-based PBX has allowed the firm to operate more efficiently, save on monthly costs and enhance their client experience.
‘It’s more than just a phone system; it’s a tool that helps us run our business more effectively,’ says Bui. ‘SpinTel’s cloud-based PBX makes our operations smoother and more streamlined. Having a fully equipped communication solution has certainly elevated our business.”
A Cloud PBX (Private Branch Exchange) system is a phone solution that operates over the internet, with call data stored, managed and processed on remote servers. Unlike traditional landlines or on-premises systems, a Cloud PBX doesn’t require physical hardware beyond your handsets, making it easier to set up and maintain.
One of the largest independent-owned ISPs in Australia, established in 1996 offering both residential and business telecommunication services. SpinTel’s mobile, mobile broadband and wireless broadband plans are powered by the Optus Mobile Network. SpinTel is awarded as Australia’s best provider across Mobile, NBN, Internet, and Broadband by WhistleOut, Product Review, Canstar Blue, Finder, and Money Magazine. SpinTel is one of the most popular Australian ISP’s on ProductReview with a rating of 4.4 from over 10,986 reviews.
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