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Case Studies

Helping businesses control costs and manage their communications more efficiently anywhere with tailored smart VoIP solutions.

Case Study: The Stafford Group

For many years, The Stafford Group had a timeworn phone system that consisted of one traditional telephone line. With that system, only one Team Member could use the phone line at one time.


The Telehop Solution

The Stafford Group needed a more efficient and professional telephone system - so they turned to Telehop, a Canadian provider of cloud based phone systems. Telehop implemented a new hosted solution that allowed The Stafford Group to take advantage of numerous new communication features, enhancing guest and Team Member experience while driving corporate efficiency.

The Stafford Group's new phone systems; Telehop Office migrated from a single line configuration with the local telephone company to a system that allows Team Members to handle multiple guest inquiries while Management is able to deal with operational calls. To reduce the number of inbound calls, Telehop's Auto Attendant was applied. This customized auto-attendant allows guests to be promptly greeted and provided with a list of options available to them. Guests continue to have the option to speak directly with a Team Member at any restaurant location, however the number of calls are greatly reduced due to the recorded information they hear.

The Telehop solution allows extension to extension dialing between restaurant locations and a much easier system to connect with overall. Since the transition to Telehop, The Stafford Group has experienced the following productivity improvements:

  • The auto-attendant feature has reduced the number of live answer calls by 90%.
  • Talk time/Live answer by Team Members have declined from 70 calls to 12 calls per shift.
  • This has yielded 2 to 3 hours of enhanced productivity per shift.
  • Team members spend more time with in-store guests as opposed to fielding phone calls.

Conclusion

The Stafford Group has realized significant benefits through its use of Telehop's Cloud based phone system, including significant operational improvements. The key features for The Stafford Group include - multiple phone lines, customizable music and message on hold features, as well as the ability to dial by extension to connect to their other restaurant locations.

Business communications on the cloud
Since we implemented the Telehop Auto Attendant Solution at our 4 restaurant locations, we have noticed a clear cost savings on our monthly phone bills. We have also had many compliments on our auto-attendant greeting, which provides our guests with an abundance of information concerning our restaurants and features. The entire Telehop team have been wonderful to work with and are quick to respond to any issues I have had. I would highly recommend Telehop to ANY Tim Hortons Restaurant owner.

Kelly Stafford

Vice President, Human Resources

The Stafford Group

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