Customer service and customer retention are critical to an organization’s success in the service sector. In the Midwest retail office of Anthem Consultants, the old PBX system was incapable of handling customer inquires during the busy tax return season. The inefficient systems exposed the organization to missed and delayed calls, which lead to a considerable number of customer complaints and lost revenue. This paper presents a case for implementing a VoIP PBX system at Anthem Consultants. Several VoIP systems were tested to determine the suitability of VoIP as the replacement telecommunications platform. The new system increases the availability, speed, and reliability of the information provided to customers and at the same time reduces the staff load. The system implementation also fosters an updated IT plan that will help this organization chart its business strategy for future years.
Roysden, Russ and Schiller, Shu Z., "A Case of VoIP Implementation at A Financial Services Office" (2009). AMCIS 2009 Proceedings. 629.